After Sales Service Manager

XDS•Santa Monica, CA

11d•Onsite

About The Position

As XDS scales its North American presence, after-sales service excellence will be a critical differentiator. We are seeking an After Sales Service Manager to join us in our Santa Monica office. This role owns the end-to-end post-purchase experience: from dealer support and warranty operations to repair center management and technical training, ensuring every customer interaction reinforces trust in the X-LAB brand. You’ll work directly with company leadership and China HQ to build scalable service infrastructure, develop dealer support programs, and create a best-in-class after-sales operation from the ground up.

Requirements

5+ years of experience in after-sales service, technical support, or dealer/channel operations, ideally in consumer electronics, mobility, or hardware/technology companies
Proven track record building or scaling service operations—repair center management, warranty programs, dealer support infrastructure
Strong technical aptitude with hands-on experience in product diagnostics, troubleshooting, and field support
Experience designing and delivering technical training programs for partners, dealers, or field teams
Excellent cross-functional collaboration skills; ability to work effectively with Sales, R&D, Marketing, and Manufacturing
Strong organizational and project management skills; comfortable operating independently in a fast-paced, ambiguous environment
Outstanding communication skills in English (written and verbal)

Nice To Haves

Experience in the cycling, micromobility, drone, automotive, or consumer hardware industry
Exposure to U.S.-Asia (especially China) cross-border operations and supply chains
Bilingual (English / Mandarin) strongly preferred
Familiarity with CRM and service management platforms (Zendesk, Salesforce Service Cloud, Zoho, Jira, etc.)
Experience managing multi-site or multi-region service networks

Responsibilities

After-Sales Operations & Service Infrastructure Design and launch the North American after-sales service framework, including warranty processing, repair workflows, parts logistics, and service-level standards
Stand up and manage relationships with authorized repair centers and service partners across the U.S. and Canada
Build and maintain a dealer management platform with standardized KPIs, policies, and escalation protocols to drive operational efficiency
Develop tiered support processes that reduce escalations and improve first-contact resolution rates
Lead technical support operations for dealers and enterprise accounts, ensuring rapid issue resolution and high customer satisfaction
Create and deliver training programs for dealer technicians, field application engineers (FAEs), and internal support staff on XDS products, diagnostics, and repair procedures
Serve as the primary technical liaison between North American dealers and XDS’s R&D and manufacturing teams in China
Collect and synthesize field feedback to inform product improvements, quality initiatives, and new product development
Own the post-sales relationship with XDS’s North American key accounts (retail chains, specialty dealers, enterprise and fleet customers)
Coordinate cross-functionally with Sales, Marketing, and Product teams to align service delivery with go-to-market strategy
Monitor dealer performance, conduct regular business reviews, and implement programs to improve dealer retention and satisfaction
Lead go-to-market rollouts for service products (e.g., extended warranty, maintenance plans) in coordination with marketing and sales teams
Act as the bridge between U.S. after-sales operations and China HQ on quality, warranty claims, parts supply, and product feedback
Establish reporting cadences and dashboards to track service KPIs (response time, resolution rate, NPS, warranty cost) for leadership visibility
Support localization of service documentation, SOPs, and training materials for the North American market