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Job description

Title: Technical Support 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

As a Technical Support Manager, you will play a critical role in ensuring our customers receive prompt and effective technical assistance for our products and services. You will be responsible for diagnosing and resolving technical issues, providing guidance, and delivering exceptional customer experiences. This role requires strong problem-solving skills, technical expertise, and excellent communication abilities.

Key Responsibilities

• Responsible for providing product technical support for hotline & terminal channel outlets;
• Responsible for regular maintenance and updating of product technical data;
• Responsible for regular product technical training, assessment and certification of hotline & terminal channel outlets;
• Responsible for EWP data collection and market information feedback analysis, and promote product improvement to form a closed-loop management;
• Responsible for the development of product technical training courses;
• Responsible for monitoring the efficiency and quality of vehicle inspection and maintenance returned to the factory.

Qualifications and Skills

• MBO/ or bachelor’s degree in science and engineering majors
• Work experience in assembly/electronic product industry or after-sales service experience
• Have a certain understanding of electronic products
• Have a good sense of service, work seriously and responsibly
• Proficiency in Microsoft office software applications
• Strong hands-on ability
• Has the ability to withstand pressure
• Fluent in English and Chinese (Mandarin) both verbal and written
• Proactive and positive attitude
• Team player with excellent communication and listening skills
• Problem analysis and problem-solving and go-getter mentality
• Good data processing ability and clear logical thinking
• Ability to prioritize tasks and work independently
• Strong customer focus, stress resistant