Customer Service Manager - xTool

Job Title: Customer Service Manager

Location: Silicon Valley, USA

Company: Xtool (www.xtool.com)

About Us:

Xtool is a leading technology company specializing in laser cutting and engraving machines, along with related software solutions. These products are widely used in industries such as manufacturing, creative design, education, and by DIY enthusiasts. Xtool is dedicated to helping users turn their ideas into reality with high-precision and high-efficiency tools, while also providing a user-friendly experience and robust technical support. With a passion for innovation and a commitment to excellence, we strive to bring cutting-edge solutions to our customers. As we continue to expand our presence in the U.S. market, we are looking for a dynamic and experienced Marketing Project Manager to execute our IMC efforts in Silicon Valley.

Key Responsibilities

1?Service Policy Development

Analyze local customer needs, considering regional policies, regulations, and company requirements, to create after-sales service policies, solutions, and implementation processes. The scope includes online services, repair services, spare parts, and inventory management.

2?Repair Capability Development

Responsible for planning global after-sales service locations, building service capabilities, and managing service providers.

3?Service Process Control

Continuously improve service delivery quality through performance evaluations, solution optimization, and empowering personnel, ensuring customer satisfaction.

4?VOC Management: Regularly analyze customer feedback and promptly communicate the insights to relevant departments that impact customer experience, following up to resolve any issues.

5?Cost Management

Ensure the compliance and effectiveness of financial activities through business optimization and financial control measures, achieving cost reduction and efficiency improvement.

Qualifications

1?Fluent in English in speaking, listening, reading, and writing, capable of using it as a working language and open to long-term travel.

2?Over 5 years of experience in global after-sales operations management.

3?Access to resources of after-sales service providers in Europe and America.

4?Detail-oriented and diligent, with strong organizational skills, logical thinking, adaptability, and communication skills.

5?A strong team player with high resilience, open to new experiences and challenges.

Why Join Us:

• Opportunity to work with a passionate, innovative team.
• Be part of a growing company with a strong market presence.
• Competitive salary and benefits package.
• Work in the heart of Silicon Valley, a global hub for technology and innovation.

How to Apply:

Interested candidates are invited to send their resume to career@xtool.com.