After Sales Service Manager
Who We Are
XDS Bicycles is one of world’s largest vertically integrated bicycle manufacturers and the world’s largest producer of carbon-fiber frames; we are coming to the US for the first time featuring our X-LAB line-up of high performance bicycles. X-LAB’s manufacturing scale, carbon expertise, and vertical integration create a once-in-a-generation chance to disrupt this landscape. Since 1995, we have combined proprietary materials science with compelling design and highly automated production to deliver:
Over 8 million complete bikes annually across road, mountain, gravel, city and e-bike segments
More than 300,000 carbon frames per year from the world’s biggest dedicated carbon-fiber bike facility
300+ international patents covering T1100+ carbon lay-ups and proprietary X6 aluminum alloys
Full vertical integration, ensuring speed-to-market, supply-chain resilience and cost leadership
OEM partnership with leading Western brands; and we’re now poised to build our own premium brand overseas
For more info, please check out https://xds.co/
Here's a YouTube video featuring our state-of-the-art carbon factory - https://www.youtube.com/watch?v=06SheO5XFsY
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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.
What You’ll Do
1. 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
2. Technical Support & Training
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
3. Key Account & Dealer Management
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
4. Cross-Border Coordination & Reporting
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
You’re a Great Fit With:
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)
You’re a Spectacular Fit With:
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
Success Metrics
North American after-sales service infrastructure fully operational—repair network, warranty system, parts logistics, and support workflows in place
Dealer satisfaction scores at or above industry benchmarks; measurable reduction in escalation volume
Technical training program launched across 30+ dealer partners with documented competency improvements
Service KPI dashboard live and reporting to leadership on a weekly/monthly cadence
Strong cross-border feedback loop established between NA field operations and China HQ R&D/Quality teams
Our Compensation and Benefits
Competitive salary
Demo bike fleet and comprehensive travel allowances
Generous time off policy
Comprehensive medical, dental, and vision coverage
Office space in beautiful Santa Monica, California
Equal Opportunity
XDS is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all team members.