Service Operations Manager

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

• Responsible for after-sales technical support and consultation for clients in North America and South America (covering both B2B and C2C products), answering after-sales technical questions via online, phone and email channels, collecting and feeding back client comments and demands, and providing clients with professional and timely consultation docking and support.
• Maintain sound interaction with customers, gain in-depth insight into their needs, and provide after-sales technical support and problem-solving services; defuse customer dissatisfaction arising from product malfunctions, guide customers to follow the correct procedures for maintenance policies, packaging and transportation, and provide on-site technical support for key customers when necessary.
• Develop and implement rapid repair and handling solutions for customers to shorten the maintenance cycle and improve customer satisfaction.
• Reasonably allocate maintenance tickets based on the number of regional faults, follow up and coordinate the service progress and logistics transportation progress of each maintenance service provider, timely feedback relevant information in the maintenance process to customers until the maintenance work is completed and the problem is closed-loop.
• Responsible for overseeing and managing the outsourcing, evaluation, access and exit of third-party maintenance service providers in North America and South America, as well as the service quality of such third-party service providers, and establishing assessment, training and service quality control mechanisms.
• Collect and organize the data related to faults of key clients and abnormal faults in a timely and effective manner, compile the after-sales data report and submit it to the department head; promptly report any abnormalities related to after-sales service discovered, regularly update on work progress, and provide updates on key issues and abnormal situations at any time as they arise.
• Responsible for the inventory check, allocation and reconciliation of materials from third-party service providers to ensure that the recorded materials match the actual stock.
• Complete other temporarily assigned tasks.

Job Requirements

• Familiar with relevant local laws and regulations in the US (such as consumer rights protection, product liability and warranty, labor and employment, data privacy, etc.), and able to ensure the compliant operation of maintenance and service provider businesses.
• Have after-sales management experience, with practical experience in managing after-sales teams or third-party service providers, and possess excellent communication and coordination skills, management capabilities and teamwork spirit.
• Be familiar with the maintenance modes and after-sales service systems of various To B and To C products, and possess basic maintenance knowledge and knowledge of circuit principles.
• Capable of independently analyzing, handling and summarizing complex fault issues, and able to identify the root cause based on fault symptoms and develop corresponding solutions.
• Fluent in both Chinese and English, capable of handling business communication with overseas clients; proficient in office software.
• Emotionally stable, honest and upright, with no bad habits, and able to adapt to cross-timezone collaboration and regular business trips.