Head of Service Management

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. Lead the technical team and build spare parts distribution network

- Build and manage technical team to give a through support for dealers and end user

- Manage spare parts distribution network, and improve spare parts operation efficiency

- Manage the budget and keep improving the service cost in EU

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.

5. Perform other related duties as assigned

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.