Key Responsibilities:
- Service Network Development and Management: Take full ownership of the planning, development, day-to-day operations, and performance management of two after-sales service networks across North America: local third-party service providers and authorized distributors. Continuously improve service quality, response times, and service delivery capabilities to ensure industry-leading service coverage and customer satisfaction
- Cross-Border Coordination Between Headquarters and the Region: Serve as the central point of coordination for North American service operations, working closely with headquarters-based functions, including R&D, technical support, supply chain and spare parts, and commercial operations. Drive the effective implementation of headquarters’ strategies in North America while ensuring that local needs and issues are promptly addressed and resolved
- End-to-End Service Operations and Issue Resolution: Oversee the implementation of regional commercial policies, spare-parts supply chain and inventory management, and the development of the technical support system. Establish efficient cross-border and cross-functional escalation and rapid-response mechanisms for major quality issues and complex technical challenges
- Technology Adoption and Operational Efficiency: Proactively introduce digital management tools, automated service systems, and other advanced technologies to enhance the intelligent management capabilities of the service network and team. Drive innovation and continuous improvement in service operating models
- Team Development and Talent Pipeline: Lead the organizational development, recruitment, capability building, and performance management of the North American service management team. Build a highly professional, results-driven team with strong cross-cultural communication capabilities
Qualifications
- Education and Professional Experience: Bachelor’s degree or above in engineering, supply chain management, business administration, or a related field. At least eight years of experience in after-sales service or service network management within high-end manufacturing, new energy, smart hardware, or internationally expanding companies
- Network Management and International Experience: In-depth understanding of the North American market, including the service ecosystem and business practices in the United States and Canada. Proven hands-on experience in building and managing third-party service provider (TSP) and distributor networks. Local work or management experience in North America is preferred
- Leadership and Team Management: Strong leadership and organizational management capabilities, with the ability to motivate teams and unlock their potential. A proven track record of building high-performing teams either from the ground up or through rapid scaling is required
- d.Cross-Cultural Collaboration and Business Capabilities: Exceptional commercial acumen, logical thinking, and ability to perform under pressure. Excellent cross-cultural, cross-time-zone, and cross-functional communication and coordination skills, with the ability to effectively connect headquarters-based functions with frontline teams overseas.
- Language Proficiency: Professional fluency in both English and Chinese, with strong cross-border business negotiation, communication, and presentation skills.
Pay: $90,000.00 - $130,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee discount
- Health insurance
- Life insurance
- Paid time off
- Referral program
- Vision insurance
Language:
Work Location: In person
