After-Sales Repair & Warehouse Lead

The After-Sales Repair & Warehouse Lead is responsible for the day-to-day operation of the U.S. repair center and after-sales warehouse. This role leads product repair, diagnostics, RMA processing, spare-parts inventory, warehouse operations, and service quality while coordinating closely with Customer Service, Technical Support, Logistics, Quality, and the China HQ team.The ideal candidate is hands-on, technically capable, organized, and comfortable working in a fast-paced consumer electronics, energy storage, or power equipment environment.Key ResponsibilitiesRepair & Technical OperationsLead daily repair, inspection, diagnosis, testing, and refurbishment activities for returned products.Troubleshoot electrical, mechanical, battery, inverter, charging, and other product-related issues.Establish and maintain standardized repair procedures, work instructions, and quality standards.Assign repair cases and priorities to technicians and monitor turnaround time.Perform or support complex product diagnostics and escalated repair cases.Ensure repaired products meet required safety and quality standards before release.Identify recurring product failures and provide technical feedback to Quality, R&D, and HQ teams.RMA & After-Sales OperationsManage the end-to-end RMA workflow, including receiving, inspection, repair, replacement, refurbishment, and disposition.Work closely with Customer Service and Technical Support to resolve escalated after-sales cases.Maintain accurate repair records, failure codes, product serial numbers, and case documentation.Track key service metrics, including repair turnaround time, repeat repair rate, failure rate, and RMA aging.Support continuous improvement of the U.S. after-sales service process.Warehouse & Inventory ManagementOversee daily after-sales warehouse activities, including receiving, put-away, picking, packing, shipping, and inventory control.Manage spare parts, replacement units, returned products, refurbished products, and repair tools/equipment.Maintain accurate inventory records and conduct regular cycle counts and physical inventory checks.Monitor critical spare-parts levels and coordinate replenishment with Supply Chain and HQ.Ensure returned and defective products are properly categorized, stored, and dispositioned.Maintain an organized, safe, and efficient warehouse and repair environment.Team LeadershipLead, train, and support repair technicians and warehouse team members.Establish daily priorities and allocate workload based on business needs.Provide technical coaching and hands-on troubleshooting support.Monitor team productivity, repair quality, attendance, and operational performance.Support onboarding and technical training for new team members.Quality & Continuous ImprovementAnalyze repair and RMA data to identify recurring product and service issues.Prepare regular reports on repair volume, failure reasons, turnaround time, inventory, and operational KPIs.Partner with Quality, Product, Engineering, and HQ teams to drive root-cause analysis and corrective actions.Provide Voice of Customer (VOC) and field failure feedback to support product improvement.Recommend improvements to repair processes, warehouse layout, tools, systems, and workflows.Safety & ComplianceEnsure repair and warehouse activities comply with applicable company policies and safety requirements.Maintain appropriate procedures for handling batteries, electronic equipment, damaged products, and other potentially hazardous materials.Ensure team members follow established safety procedures and use appropriate PPE and repair equipment.QualificationsAssociate's or Bachelor's degree in Engineering, Electronics, Operations, Supply Chain, or a related field preferred.5+ years of experience in repair operations, technical service, warehouse operations, or after-sales service.Previous experience leading technicians, warehouse employees, or service operations preferred.Strong English communication skills; Mandarin Chinese is a plus for communication with China-based teams.Hands-on troubleshooting experience with consumer electronics, portable power stations, batteries, solar products, energy storage systems, appliances, or similar products strongly preferred.Understanding of RMA, repair, refurbishment, spare-parts, and inventory-management processes.Ability to read technical documentation, repair manuals, and troubleshooting procedures.Strong problem-solving and root-cause-analysis skills.Strong organizational skills with the ability to manage multiple priorities.Comfortable working in a hands-on warehouse and repair-center environment.Proficiency with Microsoft Office and experience with ERP, WMS, ticketing, or inventory-management systems preferred.Key Performance Indicators (KPIs)Repair turnaround time (TAT)Repair completion and productivity rateFirst-time repair success rateRepeat repair / return rateRMA aging and closure rateSpare-parts inventory accuracyWarehouse inventory accuracyRepair quality and safety complianceReduction in recurring product failuresTimeliness and accuracy of failure/VOC reportingPreferred Industry BackgroundExperience in one or more of the following industries is highly preferred:Portable power stations | Energy storage systems (ESS) | Batteries | Solar products | Consumer electronics | Power tools | Home appliances | EV/charging equipment | Electronics repair/service centers