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About the job

Job description

Title: Service Operations Manager
Reports to: Head of After-Sales Europe
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

Within a great international team with innovative products, you are responsible to deliver an excellent service experience to our customers, manage day-to-day business and develop appropriate standards and processes to continuously elevate the overall regional service experience. This position interacts with all corresponding departments and our other offices and factories located in China to provide and process information in response to (technical) inquiries, concerns, complaints and other product related questions. The Service Operations Manager is responsible for overseeing the regional service operations of Segway-Ninebot’s after-sales department. This role involves coordinating regional service activities, optimizing processes, and ensuring exceptional customer experiences. The Service Operations Manager is a key driver in maintaining efficient regional service delivery, meeting service level agreements (SLAs), and contributing to overall customer satisfaction.

Key Responsibilities

• Responsible for the overall planning of KPI assessment indicators for regional services, process control and result follow-up;
• Responsible for regional service business and process architecture, process operation and risk control;
• Responsible for quality control and supervision and improvement in the process of regional services;
• Responsible for regional after-sales service capacity/network planning, service network construction, operation and index management;
• Responsible for the opening/operation of regional after-sales outlets/centers, including service activity management, asset management, on-site management, shift management, asset management, safety management, etc.;
• Responsible for the research, formulation and publicity of after-sales service network service policies;
• Life cycle management of service providers/outlets, certification and selection, renewal and termination of cooperation;
• Manage third-party repair service partner
• Service provider contract management, service provider performance management; Service provider operation and management, etc.;
• Continuously assess service processes for efficiency and effectiveness.
• Identify areas for improvement and implement strategies to streamline workflows and reduce operational costs
• Establish and enforce quality standards for service delivery, ensuring adherence to technical specifications and customer expectations
• Conduct regular quality audits to identify and address potential issues

Qualifications and Skills

• Bachelor’s degree in a technical area, Supply Chain Management, Operations Management, Engineering, or a related field
• More than 3 years working experience in after-sales service operation management;
• High data sensitivity, proficient in big data, report tools, and outstanding PPT display ability;
• Fluent English communication and reading skills, and overseas after-sales service management work experience is preferred
• Analytical mindset with the ability to interpret data, identify trends, and make informed decisions
• Track record of driving process improvements
• Excellent communication, listening and interpersonal skills to effectively collaborate with teams and stake holders at all levels
• Strong project management skills
• Able to work independently and exercise good judgments
• Strong organizational skills with the ability to manage multiple tasks and projects simultaneously.
• Proficient in using Excel, Word, PPT, VISO and other office software, SAP, ERP, CRM and other related operation experience is preferred;
• Stress resistant
• Team player with positive attitude
• Excellent problem-solving and decision-making abilities in fast-paced environments.
• Proficiency in data analysis, performance metrics, and reporting tools.
• Knowledge of technical aspects related to after-sales service, including repairs and maintenance.
• Familiarity with inventory management and supply chain principles.