Customer Service Manager
SENFENG LASER USALos Angeles, CA, US2 days ago
Job type
- Full-time
Job descriptionLead a bilingual technical service team, including recruitment, training, and performance management. 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。 Coordinate cross-cultural and cross-time-zone collaboration and report service performance to headquarters. 协调跨文化、跨时区团队协作，定期向总部汇报服务数据。 Manage regional spare parts inventory and ensure timely delivery. 管理美加区域备件库存，确保及时供应。 Maintain relationships with key accounts, collect feedback, and handle complaints. 对接区域重点客户，定期回访并处理客户投诉。 Collaborate with legal teams to mitigate compliance risks and manage emergencies. 协同法务部门规避合规风险，处理突发事件。 Must hold a valid U.S. work visa or Green Card. 需持有美国工作签证或绿卡。 Bachelor’s degree or above in Mechanical Engineering, Electronic Engineering, International Trade, or related field. 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+ years of after-sales experience in laser equipment or heavy machinery industry, with at least 3 years in team management in the USA / Canada region. 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。 Familiar with laser equipment technology and common failures. Experience with leading laser companies (e.g., TRUMPF, Han's Laser) is preferred. 熟悉激光设备技术原理和常见故障，有激光行业头部企业美加区域售后经验者优先。 Fluent in English for business communication. 英语流利，能进行商务沟通。 Willing to travel frequently within the USA and Canada. 能适应美加区域高频出差。
Job Description
Job Description / 岗位职责 :
After-Sales Service Management / 售后服务管理
- Oversee the full cycle of after-sales services in the USA and Canada region, including installation, maintenance, troubleshooting, and customer training.
- 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。
- Establish standardized service processes and multilingual service manuals to improve efficiency.
- 建立标准化售后流程，制定多语言服务手册，提升服务效率。
- Manage and optimize regional service costs within budget.
- 管控美加区域服务费用，优化预算使用。
Team Building & Management / 团队建设与管理
Spare Parts & Supply Chain / 备件与供应链管理
Customer Relationship & Risk Management / 客户关系与风险管理
Qualifications / 任职条件 :
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Customer Service Manager • Los Angeles, CA, US
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