What are the responsibilities and job description for the After-Sales Project Manager position at Jiangsu FHS Technology Group Co., Ltd.?
Job Title: After-Sales Project Manager
Location: Reno, NV and Dallas, TX (candidates currently based in these states are strongly preferred)
Reports to: Global project director
Work Arrangement: Hybrid
Role Overview
FHS is a leading provider of non-standard automation solutions, serving diverse industries with customized equipment and systems. To support our growing customer base in the U.S. market, we are seeking an experienced After-Sales Service Manager to build and lead our local service team. The ideal candidate will combine technical knowledge of automation equipment with strategic service management, cross-cultural leadership, and a strong business acumen to drive customer satisfaction, operational efficiency, and recurring revenue.
Key Responsibilities
1.Build and develop a localized after-sales service team in the U.S. Design and implement training programs covering technical skills and cross-cultural communication to enhance multilingual service capabilities.
2.Coordinate with mechanical, production, and supply chain teams to establish and manage an overseas spare parts warehouse network to ensure delivery of critical spare parts within 48 hours.
3.Lead service agreement negotiations with overseas partners. Develop a service outsourcing partner management system to control third-party service costs.
4.Oversee all after-sales service requests from U.S. customers. Set up a 7×24 hour response mechanism to ensure timely resolution of customer issues.
5.Handle major customer complaints. Use Root Cause Analysis (RCA) to drive process optimization and operational improvements, reducing recurrence of similar issues.
6.Establish a complete after-sales service response process. From customer escalation → field service manager dispatch → service engineer deployment → back-end technical support & spare parts delivery → final service completion report.
7.Enforce cost control measures. Drive continuous cost reduction in after-sales service operations.
8.Regularly produce customer satisfaction analysis reports. Take actions to improve overall customer satisfaction.
9.Identify and pursue ERC (Engineering Retrofit & Change) value-added needs from existing customers. Provide retrofit quotations and execute projects to generate stable, predictable recurring revenue.
10.Handle ad-hoc tasks assigned by management. Respond promptly to resolve any operational anomalies or project needs.
Qualifications
1.Minimum 5 years of project management experience in the non-standard automation industry, with in-depth knowledge of after-sales service workflows and management logic for automation equipment.
2.Ability to identify and mitigate risks in after-sales phases for U.S. projects; understand U.S. project delivery policies and regulations.
3.Bachelor’s degree or above (Mechanical Engineering or Automation preferred). Solid project management knowledge, data-sensitive, proficient in Microsoft Office.
4.Strong team spirit, quick-thinking, excellent communication and coordination skills. Self-motivated with strong ownership and ability to solve problems independently.
5.Proven ability to manage cross-cultural team is a strong plus.
6.Strong business acumen with the ability to balance customer satisfaction and cost control.
7.Based in the U.S. and willing to travel as required by service projects. Bilingual in English and Chinese is preferred.