Global After-Sales Tech Support Manager

Canaan U.S. Inc.; United States; On-site; USD 70,000 - 100,000; Full time

Job summary

Canaan U.S. Inc. is seeking an experienced after-sales support leader to serve clients across North and South America. You will manage after-sales teams and third-party providers, coordinate cross-timezone service delivery, and drive rapid repair solutions to improve customer satisfaction.

The role requires strong fault analysis, bilingual English/Chinese communication, and proficiency with office software. Domestic travel may be required.

Qualifications

• Must have after-sales management experience, including leading after-sales teams or managing third-party providers.
• Excellent communication and coordination abilities with cross-functional teams.
• Strong fault analysis skills with the ability to identify root causes from symptoms.
• Fluent in both Chinese and English for business communication with overseas clients.
• Proficient with standard office software and data handling.

Responsibilities

• Provide after-sales technical support and consultation to clients in North America and South America via online, phone and email channels.
• Defuse customer dissatisfaction and guide customers through maintenance policies; provide on-site support for key customers when necessary.
• Develop and implement rapid repair and handling solutions to shorten maintenance cycles and raise customer satisfaction.
• Reasonably allocate maintenance tickets based on regional fault loads; follow up and coordinate service progress and logistics with providers.
• Oversee outsourcing, evaluation, access and exit of third-party maintenance providers in NA/SA; ensure service quality and training.
• Collect fault data from key clients, prepare reports, and update department head; report abnormalities and progress in a timely manner.
• Manage inventory check, allocation and reconciliation of materials from third-party providers to match stock.

Skills

After-sales management

Team leadership

Communication skills

Coordination skills

Fault analysis

Bilingual Chinese-English

Office software

Job description

Canaan U.S. Inc. is seeking an experienced after-sales support leader to serve clients across North and South America. You will manage after-sales teams and third-party providers, coordinate cross-timezone service delivery, and drive rapid repair solutions to improve customer satisfaction.

The role requires strong fault analysis, bilingual English/Chinese communication, and proficiency with office software. Domestic travel may be required.