Americas After-Sales Operations Leader

Canaan U.S. Inc.; United States; On-site; USD 90,000 - 120,000; Full time

Job summary

Canaan U.S. Inc. is seeking an experienced after-sales support lead to manage cross-border client relations in North and South America.

You will coordinate third-party service providers, analyze faults, and deliver timely technical consultations via online, phone, and email channels. The role requires fluent English and Chinese, strong communication, and the ability to travel as needed to support key customers and ensure service quality across regions.

Qualifications

• Experience in after-sales management or lead after-sales teams or third-party providers.
• Excellent communication and coordination skills with cross-functional teams.
• Familiar with maintenance modes and service systems for B2B and B2C products.
• Able to independently analyze and summarize complex fault issues and identify root causes.
• Fluent in English and Chinese for overseas client communication; proficient with office software.

Responsibilities

• Provide after-sales technical support and consultation to NA and SA clients via online, phone and email.
• Defuse customer dissatisfaction and guide on maintenance policies and procedures; provide on-site support when needed.
• Develop rapid repair and handling solutions to shorten maintenance cycles and boost satisfaction.
• Coordinate maintenance tickets and track service progress and logistics with providers; report progress to customers.
• Oversee outsourcing, evaluation, access and exit of third-party maintenance providers; ensure service quality and training.
• Collect fault data for key clients, compile reports, and keep department head updated on issues.

Skills

After-sales management

Communication & coordination

Teamwork

Problem solving

English & Chinese

Office software

CRM software

Maintenance tracking system

Data analysis tools

Tools

CRM software

Maintenance tracking system

Data analysis tools

Job description

Canaan U.S. Inc. is seeking an experienced after-sales support lead to manage cross-border client relations in North and South America.

You will coordinate third-party service providers, analyze faults, and deliver timely technical consultations via online, phone, and email channels. The role requires fluent English and Chinese, strong communication, and the ability to travel as needed to support key customers and ensure service quality across regions.