Head of After Sales Europe (Experience in electronics company mandatory)

Job descriptionTitle: Head of After Sales EuropeReports to: Director of Strategy & OperationsLocation: Amsterdam, the NetherlandsCompany DescriptionSegway-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 DescriptionAs 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 & ResponsibilitiesResponsible for after-sales service organizationResponsible for after-sales service work plan, standard, system, process formulation and managementResponsible for after-sales customer satisfaction and customer loyalty research, analysis and improvementResponsible 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 centerResponsible for after-sales service system constructionManage the after-sales teamQualifications and SkillsBachelor degree or above, engineering major background is preferred5-10 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 preferredSystematic training of customer service and after-sales service systemHigh data sensitivity, proficient in big data, report tools, and outstanding PPT display abilityHave clear business planning and management ideas, large team collaborative communication ability, national vision, strong ability to withstand pressureExcellent communication skills, execution skills and teamwork spirit, good after-sales business understanding skillsAnalytical mindset with the ability to interpret data, identify trends, and make informed decisionsStrong leadership skills with a track record of successfully managing and developing teamsStrategic thinking and problem-solving abilities to navigate complex challengesExcellent understanding of after-sales processes, customer service principles, and quality controlFluent English communication skills, and overseas after-sales service management work experience of more than 3 yearsProficient in using Excel, Word, PPT, VISO and other office software, SAP, ERP, CRM and other related operation experience is preferred