View vacancy

Title: Head of After Sales Europe

Reports to: Director of Strategy & Operations
Location: Amsterdam, the Netherlands

Company Description

Segway-Ninebot is a global pioneer in high-tech electric mobility, dedicated to revolutionizing how people move. Our mission is to simplify the movement of people and goods, making life more convenient and captivating. Beyond leading innovation in micro-mobility, we are deeply engaged in service robotics and intelligent short-term transportation. With the headquarters stationed in Beijing, China, we focus on research, development, design, and distribution of cutting-edge short-distance transportation solutions. Segway-Ninebot Europe operates with branches in The Netherlands, Spain, France, and Germany.

General Description

As the Head of After Sales Europe, you will be responsible for overseeing and leading the after-sales service operations for our company’s products (consumer electronics) and services across the European region. You will play a critical role in ensuring customer satisfaction, maintaining product quality, and driving continuous improvement in post-purchase customer experiences. This role requires a strategic thinker with strong leadership skills, a deep understanding of after-sales processes, and a customer-centric approach.

Duties & Responsibilities

• Responsible for after-sales service organization
• Responsible for after-sales service work plan, standard, system, process formulation and management
• Responsible for after-sales customer satisfaction and customer loyalty research, analysis and improvement
• Responsible for after-sales operation and management, mainly focusing on service capacity building, service standard formulation, service process construction, service order closed loop, etc.
• Responsible for the formulation of after-sales installation/maintenance service standards, technical training of service outlets/technical support promotion, etc.
• Responsible for after-sales parts management, parts planning, parts transfer, warranty parts recycling, value-added product marketing, etc.
• Responsible for the construction, operation and management of regional after-sales service center
• Responsible for after-sales service system construction
• Manage the after-sales team

Qualifications and Skills

• Bachelor degree or above, engineering major background is preferred
• 5-10 years of after-sales operation management experience within Consumer Electronics, more than 5 years of personnel management experience.
• Familiar with 3C, home appliances, intelligent short-distance transportation and other industries is preferred
• Systematic training of customer service and after-sales service system
• High data sensitivity, proficient in big data, report tools, and outstanding PPT display ability
• Have clear business planning and management ideas, large team collaborative communication ability, national vision, strong ability to withstand pressure
• Excellent communication skills, execution skills and teamwork spirit, good after-sales business understanding skills
• Analytical mindset with the ability to interpret data, identify trends, and make informed decisions
• Strong leadership skills with a track record of successfully managing and developing teams
• Strategic thinking and problem-solving abilities to navigate complex challenges
• Excellent understanding of after-sales processes, customer service principles, and quality control
• Fluent English communication skills, and overseas after-sales service management work experience of more than 3 years
• Proficient in using Excel, Word, PPT, VISO and other office software, SAP, ERP, CRM and other related operation experience is preferred