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Service Manager

Segway NavimowGreater Dusseldorf Area, Germany

Vor 30+ Tagen

Stellenbeschreibung

Responsibilities :

1. Service Partner Network Strategy & Management

Lead the development and expansion of our European service partner (service provider) network across all markets;
Define partner selection criteria, onboarding processes, performance standards, and lifecycle management models;
Own the partner evaluation & tiering system, ensuring sustainable growth of a high-quality service ecosystem;
Support new market entry with customized service partner strategies.

2. Service Process & KPI Excellence

Design and optimize end-to-end after-sales service processes across the region, in collaboration with Service Manager teams;

Develop and implement robust KPI systems (TAT, first-time-fix, NPS, etc.) to drive service quality improvements;

Establish service governance mechanisms and service dashboards to enable data-driven management.

3. Collaboration & Leadership

Collaborate closely with Head of Service (EU BU) to align service strategies with business growth;

Work in tandem with Head of Service Manager (leads the Service Manager team) to ensure seamless service operations and regional execution;

Coordinate with Service Support Head (Spare parts, Logistics, Platforms) to ensure operational readiness and efficiency.

4. Continuous Improvement & Customer Experience

Drive continuous service innovation and enhancement initiatives;

Promote a customer-centric mindset across all service partners and internal service teams;

Act as a key advocate of service excellence within the EU BU organization.

Requirements :

1. Proven track record in building and managing service partner networks across multiple EU markets;

2. Strong understanding of B2B2C after-sales service models, ideally in robotics, smart hardware, home appliances, or related industries;

3. Hands-on experience in service process design, KPI management, and service governance frameworks;

4. Experience collaborating with cross-functional teams and managing complex stakeholder landscapes;

5. Strong leadership and influencing skills, with the ability to drive regional alignment and continuous improvement;

6. Excellent communication skills in English (additional EU languages are a strong plus);

7. Comfortable working in a fast-scaling, multicultural environment;

8. Willing to travel across Europe.

Why Join Us?

1. Play a key leadership role in building one of the most advanced after-sales service ecosystems in Europe;

2. Drive tangible impact in a rapidly scaling business;

3. Collaborate with an international team of passionate professionals;

4. Competitive compensation and growth opportunities.

Service Manager • Greater Dusseldorf Area, Germany