Service Partner Management Düsseldorf 售后服务类

Position Overview

The Channel Partner Management role is responsible for managing after-sales service operations and overall service performance of channel partners across the assigned European region.This position serves as a key business interface between the company and its distributors, dealers, and other channel partners, ensuring effective implementation of company service policies, processes, and standards.The role continuously manages partner capabilities, operational performance, service data, and key service issues, while working closely with Technical Support, Spare Parts, Logistics, Quality, Sales, and global service teams to improve partner service quality and end-customer experience.

Key Responsibilities

• 1. Channel Partner ManagementManage daily after-sales operations of distributors, dealers, and channel partners within the assigned region, maintain strong business relationships, and ensure effective execution of company service policies and requirements.
• 2. After-sales Operations ManagementCoordinate and support daily after-sales activities, including repair, warranty, returns, replacements, DOA, RMA, spare parts, and logistics.
• 3. Warranty and RMA ManagementReview and follow up on warranty, RMA, DOA, return, and replacement requests from channel partners, ensuring compliance with company policies, processes, and authorization requirements.
• 4. Partner Capability DevelopmentSupport and develop channel partners' local after-sales capabilities, including service processes, repair capabilities, technical training, system usage, and standardized operations.
• 5. Service Performance ManagementMonitor key service KPIs, including turnaround time, repair quality, repeat repair rate, warranty cost, spare parts consumption, and customer satisfaction, and drive continuous improvement.
• 6. Escalation and Major Issue ManagementCoordinate major after-sales issues, customer complaints, and escalated cases within the region. Work with relevant internal teams to identify root causes, develop solutions, and ensure timely closure.
• 7. Spare Parts and Service Cost ManagementCoordinate channel partner spare parts requirements and inventory status, review after-sales related costs including spare parts, labor, and logistics, and support effective service cost control.
• 8. Operational Data AnalysisRegularly collect and analyze channel partner service data, identify operational issues and risks, and drive improvement actions based on data and performance results.
• 9. Service Policy and Process ImplementationDrive implementation of new service policies, service standards, repair processes, and system requirements across channel partners and monitor execution quality.
• 10. Cross-functional CollaborationWork closely with Sales, Technical Support, Quality, Spare Parts, Logistics, Service Operations, and global teams to ensure timely resolution of channel partner issues.
• 11. Market and Partner FeedbackCollect and consolidate feedback from channel partners and end customers regarding products, service experience, and operational processes, and provide structured feedback to Product, Quality, and global teams.

Qualifications

• 1. EducationBachelor's degree or above in Business Administration, Engineering, Mechanical Engineering, Electronics, Supply Chain Management, International Trade, or a related field.
• 2. ExperienceRelevant experience in channel management, after-sales service, customer service, or regional operations. Experience in robotics, smart hardware, automotive, machinery, outdoor power equipment, or consumer electronics is preferred.
• 3. Channel Management SkillsExperience managing distributors, dealers, or channel partners, with the ability to independently handle daily partner operations and complex business issues.
• 4. After-sales Service KnowledgeGood understanding of warranty, RMA, DOA, repair, spare parts, logistics, and after-sales service processes.
• 5. Problem-solving SkillsStrong analytical, communication, coordination, and cross-functional collaboration skills, with the ability to independently manage customer complaints and major escalations.
• 6. Data and Cost AwarenessStrong data awareness and cost management mindset, with the ability to identify issues and drive improvements based on operational data and service KPIs.
• 7. Language RequirementsProfessional working proficiency in one of the following combinations:- German + English- French + English
• 8. The candidate should be able to communicate effectively with European channel partners in daily business operations.
• 9. Systems and Office SkillsProficient in Microsoft Office. Experience with CRM, ERP, ticketing systems, or other after-sales service management systems is preferred.
• 10. Other RequirementsStrong ownership, service mindset, and teamwork skills. Comfortable working in a multicultural environment and willing to travel within Europe when required.

#J-18808-Ljbffr