Customer Service Manager

Senfeng Laser USA is a professional manufacturer specializing in metal processing equipment such as laser cutting, laser welding, laser cleaning, laser cladding, bending, automation, and machine tools. To meet the needs of our rapidly expanding business, we are hiring several positions including Field Service Technicians, Sales Managers. The company offers competitive compensation and benefits, and sponsorship for H1B and Green Card processing for eligible employees.

Job Responsibilities :

• After-Sales Service Management
• Oversee the full cycle of after-sales services in the USA and Canada region, including installation, maintenance, troubleshooting, and customer training.
• Establish standardized service processes and multilingual service manuals to improve efficiency.
• Manage and optimize regional service costs within budget.
• Team Building & Management
• Lead a bilingual technical service team, including recruitment, training, and performance management.
• Coordinate cross-cultural and cross-time-zone collaboration and report service performance to headquarters.
• Spare Parts & Supply Chain Management
• Manage regional spare parts inventory and ensure timely delivery.
• Customer Relationship & Risk Management
• Maintain relationships with key accounts, collect feedback, and handle complaints.
• Collaborate with legal teams to mitigate compliance risks and manage emergencies.

Qualifications :

Must hold a valid U.S. work visa or Green Card.

Bachelor’s degree or above in Mechanical Engineering, Electronic Engineering, International Trade, or a related field.

5+ years of after-sales experience in the laser equipment or heavy machinery industry, with at least 3 years in team management in the USA / Canada region.

Familiar with laser equipment technology and common failures. Experience with leading laser companies (e.g., TRUMPF, Han's Laser) in the USA / Canada region is preferred.

Fluent in English for business communication.

Willing to travel frequently within the USA and Canada.

岗位职责 :

售后服务管理

负责美加区域客户售后服务全流程，包括设备安装调试、故障维修、定期维护、客户培训和技术支持。

建立标准化售后流程，制定多语言服务手册，提升服务效率。

管控美加区域服务费用，优化预算使用。

团队建设与管理

管理美加区域技术服务团队，负责团队组建、培训和绩效评估。

协调跨文化、跨时区团队协作，定期向总部汇报服务数据。

备件与供应链管理

管理美加区域备件库存，确保及时供应。

客户关系与风险管理

对接区域重点客户，定期回访并处理客户投诉。

协同法务部门规避合规风险，处理突发事件。

任职条件 :

需持有美国工作签证或绿卡。

本科及以上学历，机械工程、电子工程、国际贸易等相关专业。

5年以上激光设备 / 工程机械行业售后经验，至少3年美加区域团队管理经验。

熟悉激光设备技术原理和常见故障，有激光行业头部企业（如通快、大族激光）美加区域售后经验者优先。

英语流利，能进行商务沟通。

能适应美加区域高频出差。