Position Summary
As a FAE, you will serve as the primary technical and operational bridge between our HQ in China and the North American market. This role demands a unique blend of technical expertise, supply chain oversight, and partner management. You will be responsible for empowering our dealer network, auditing service quality, and ensuring that our localized SOPs are executed with precision across all third-party facilities.
Key Responsibilities：
1. Warehouse & 3P Service Partner Management (30%)
• Service Partner Oversight: Act as the primary point of contact for third-party Service providers to monitor daily operations, spare parts inventory accuracy, and outbound lead times.
• KPI Management: Establish and track performance metrics for service partners (e.g., Turnaround Time (TAT), First Fix Rate (FFR), and inventory shrinkage).
• SOP Localization & Implementation: Translate and adapt global service standards into localized, actionable procedures for the North American market, ensuring full field adoption.
2. Service Network Audit & Field Operations (20%)
• Quarterly Field Audits: Conduct quarterly on-site visits to service partners and warehouses across various states for physical inventory reconciliation and asset counting.
• Quality Assurance (QA) Inspections: Perform rigorous service quality audits, including spot-checks of repair work orders, facility standards, and tool calibrations to ensure compliance with company SOPs.
• On-site Assistance: Provide hands-on support and residency at partner facilities, new product launches, or to resolve critical operational bottlenecks.
3. Technical Support & Partner Enablement (20%)
• Technical Support: Provide advanced troubleshooting and technical guidance to North American dealers, distributors, Service Partners and internal teams regarding hardware failures, software bugs, and field applications.
• Training & Certification: Develop and deliver technical training programs for service partners to ensure their repair capabilities meet the brand’s global standards.
• Technical Documentation: Localize technical manuals, FAQs, and Technical Service Bulletins (TSB) to address region-specific product issues.
4. Cross-Functional Coordination (HQ Liaison) (20%)
• Global Feedback Loop: Synchronize with HQ R&D, Service Operations, and Customer Success teams to report field quality trends and advocate for product improvements.
• Reporting: Prepare comprehensive quarterly audit reports and performance reviews for executive leadership to guide partner contract renewals or terminations.
5. Ad-hoc Projects & Strategic Initiatives (10%)
• Emergency Response: Provide immediate on-site or remote support for critical product issues, safety recalls, or large-scale customer escalations as directed by HQ.
• New Product Launches (NPI): Assist in localized field testing, certification support, and technical demonstrations for new models (e.g., LUBA 3, YUKA series) during their North American debut.
• Market Expansion Support: Support the setting up of new self-operated service centers or the transition from third-party service providers to internal facilities.
• Trade Shows & Events: Provide technical expertise and product demonstrations at major industry trade shows and dealer events.
Qualifications & Requirements
• Education: Bachelor’s degree in Electrical Engineering, Mechanical Engineering, Robotics, or a related technical field.
• Experience: 3–5 years of experience in Field Application Engineering or Technical Service Operations. Experience in the OPE (Outdoor Power Equipment), Robotics, or Smart Hardware industry is highly preferred.
• Technical Skills: Proficiency in hardware diagnostics, log analysis, and utilizing CRM/ERP systems for service management.
• Operations Expertise: Proven ability to manage 3PL relationships and implement standardized quality control processes.
• Travel: Willingness to travel up to 25% (approximately once per quarter for 1-2 weeks at a time) across different US states.
• Languages: Native or professional fluency in English; professional proficiency in Mandarin Chinese is required for seamless communication with HQ.
• Soft Skills: Strong negotiation skills for managing partner conflicts, meticulous attention to detail during audits, and the ability to work independently in a remote/field environment.
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