Key Responsibilities
1. Manage and support the day-to-day operations of after-sales service partners in Germany and other European markets, ensuring consistent service quality and repair efficiency.
2. Assist with the identification, evaluation, onboarding and continuous development of new and existing service partners.
3. Support the implementation of after-sales service processes, standard operating procedures (SOPs), repair standards and quality requirements across the service network.
4. Monitor key operational performance indicators, including repair turnaround time, service quality, productivity, repeat repair rate and backlog.
5. Identify operational gaps, analyse root causes and coordinate corrective and preventive actions with service partners and internal stakeholders.
6. Maintain regular communication with service partners and provide operational guidance, training and day-to-day support.
7. Coordinate the resolution of repair, spare-parts, logistics, system and process-related issues.
8. Collect, organise and analyse after-sales operational data, preparing regular reports and improvement recommendations.
9. Work cross-functionally with Technical Support, Spare Parts, Logistics, Quality, Customer Service, Product and Sales teams to ensure issues are followed through to closure.
10. Conduct on-site visits, operational reviews and service partner audits as required.
11. Support service network projects and other operational initiatives based on business needs.
12. Travel regularly within Germany and occasionally to other European countries.
Qualifications
1. Bachelor’s degree or above, preferably in Industrial Engineering, Mechanical Engineering, Electronics, Automation, Supply Chain Management, Business Administration, Operations Management or a related field.
2. Recent graduates are strongly encouraged to apply.
3. Internship or initial professional experience in after-sales operations, supply chain, channel operations, project coordination, vendor management or service partner management is an advantage.
4. Strong analytical and structured thinking, with the ability to identify key issues, analyse root causes and develop practical solutions.
5. Good process-oriented mindset and an interest in standardisation and continuous improvement.
6. Strong communication and coordination skills, with the ability to work effectively with both external partners and internal cross-functional teams.
7. High level of ownership, reliability and follow-through, with a strong focus on results and issue closure.
8. Fast learner with a genuine interest in robotics, smart hardware and technology products.
9. Good numerical and data analysis skills, with proficiency in Microsoft Excel and other standard office applications.
10. Ability to work independently in a fast-paced, cross-functional and multicultural environment.
11. Willingness and ability to travel within Germany and across Europe.
12. Professional working proficiency in English.
13. Preferred Qualifications
13.1 Experience working with repair centres, after-sales service providers, dealers, distributors, suppliers or other third-party partners.
13.2 Experience in robotics, consumer electronics, automotive, home appliances, power tools, garden equipment or a related industry.
13.3 Familiarity with after-sales ticketing systems, ERP platforms, repair management systems or service partner portals.
13.4 Experience in supplier management, project coordination, operational reporting or data analysis.
13.5 Knowledge of Lean, continuous improvement or root-cause analysis methodologies.
13.6 German or another European language is an advantage.