Position Summary:
We are seeking an experienced Regional Service Manager to be a key leader in our European after-sales service operations. You will be responsible for building and optimizing our service ecosystem, which supports both our agent partner network and direct end-users (including DIY users and key accounts). Your core mission is to establish a best-in-class service network, drive customer satisfaction, and contribute to service business growth.
Key Responsibilities:
* Service Network & System Development: Plan, establish, and continuously optimize the after-sales service network within your region. This includes service point selection, capability empowerment, daily management, and quality monitoring.
* Multi-Channel Support & Enablement:
* For Agent Channel: Collaborate with HQ resources to build agent capabilities, provide process coaching, and help them achieve service targets. Maintain strong and productive partner relationships.
* For Direct Customer Channel: Provide factory-level service support to key accounts and DIY users, including technical consultation, delivery support, maintenance services, and complex issue resolution.
* Process Optimization & Satisfaction: Continuously gather feedback from partners and end-users, analyze service data, and drive process improvements to enhance both agent satisfaction and end-customer experience.
* Critical Issue & Project Management: Coordinate internal and external resources to lead the resolution of major customer escalations and critical incidents in the region. Manage other service-related projects as assigned.
Qualifications & Requirements:
* Bachelor's degree or above. A background in Engineering, Technology, or a related field is preferred.
* Minimum of 3 years of experience in after-sales service, channel/partner support, key account service, or a related field. Experience managing both partners and direct customers is a strong plus.
* Excellent communication, coordination, and influencing skills. Ability to collaborate effectively across departments and drive projects independently in the region.
* Fluency in English is mandatory for daily work. Proficiency in German is a significant advantage.
* Strong customer-centric mindset and problem-solving skills.
* Willingness and ability to travel frequently within the European region.