Job Title: Service Manager (Residential HVAC) - North America

Location: Plano, Texas, USA

Key Responsibilities

1. Establish After-Sales Infrastructure

Responsible for building the HVAC after-sales service system for the North American region. Benchmark against industry leaders to develop after-sales management plans tailored to the local market. This includes defining operating policies, service workflows, and quality standards covering the entire lifecycle: customer inquiry response, fault reporting, spare parts supply, technical support, and closed-loop complaint management.

2. Oversee After-Sales Operations

Manage and coordinate the Customer Contact Center, spare parts warehousing, technical support teams, training programs, and supporting systems. Ensure seamless integration between modules, drive operational efficiency, and guarantee the achievement of Key Performance Indicators (KPIs).

3. Lead Technical Support & Knowledge Management

Direct product technical support efforts and collaborate with technical specialists to resolve complex issues. Lead the development of a North American After-Sales Knowledge Base, integrating core resources such as technical manuals, FAQ solutions, and policy interpretations.

4. Drive Service and Product Improvement

Collect and analyze North American customer feedback, competitor trends, and regulatory changes. Use these insights to drive product iterations, optimize after-sales policies, and improve service processes to continuously enhance product competitiveness and service quality.

5. Cross-Functional Collaboration & Resource Coordination

Work closely with local US distributors, the US subsidiary, and the Chinese headquarters. Facilitate high-efficiency coordination regarding service policies, technical support, and resource allocation to support the sustainable growth of the company's North American business.

Job Requirements

1. Technical Expertise: Deep familiarity with North American HVAC industry standards and technical specifications. In-depth understanding of commercial and residential HVAC systems (Heating, Ventilation, and Air Conditioning) regarding principles of operation, installation, commissioning, and maintenance/repair.

2. Experience: Minimum of 5 years of front-line customer support experience in the North American HVAC industry, including at least 2 years in a leadership or team management role.

3. Market Insight: A profound understanding of the North American HVAC market landscape, customer needs, service pain points, and industry trends. Familiarity with local after-sales and spare parts supply chain operational models.

4. Software Proficiency: Skilled in Microsoft Office (Excel, PowerPoint, Word). Familiarity with After-Sales CRM systems and related mobile service applications.

Feature Benefits

• Medical insurance
• Vision insurance
• Dental insurance
• 401(k)