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.