We are building our European business and looking for an After-Sales Supervisor to own the regional B2B after-sales ecosystem — bridging dealers and third-party service providers with our HQ after-sales team.
Key Responsibilities
- Build and operate a dual-path after-sales model (dealer self-service + third-party service providers) with clear escalation and closed-loop handling.
- Act as the single regional entry point for dealer and service provider after-sales cases; coordinate internal resources by issue type.
- Deliver technical and troubleshooting training to dealers and service providers, with certification and assessment to enable local resolution of the majority of issues.
- Manage spare parts and reverse logistics (European local warehouse / third-party repairers), including graded safety stock and cost ownership.
- Own B2B customer complaint classification, root-cause analysis and closure; feed quality issues back to product and HQ.
- Manage third-party service providers: onboarding, authorization, settlement, service standards, KPIs and exit mechanism.
- Track NPS / customer satisfaction and after-sales cost ratio, reporting monthly.
What We are Looking For
- Fluent Chinese (working directly with HQ after-sales team) plus fluent German or English.
- 3–5 years in after-sales management, technical support or channel service, with technical aptitude (TBS troubleshooting, log analysis).
- Combined technical, commercial, inventory and system (OMS/ERP/CRM) skills; strong partner relationship management.
- Willingness to travel across Europe; initial onboarding and training in China (~1 month).
- Bachelor's degree or above.
Nice to Have
- Outdoor living / home appliance / consumer electronics industry experience.
- Experience managing third-party service networks.
- Cross-cultural experience working with a China-based HQ.
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