Regional Service Operations Lead – France & Benelux

Ecovacs Europe GmbH; France; Remote; EUR 70.000 - 100.000; Vollzeit

Benefits dieser Stelle

Flexible working hours

Gym membership subsidy

Zusammenfassung

ECOVACS Europe GmbH is seeking an experienced RC Operations Manager to oversee repair center operations across France, Belgium, the Netherlands and Luxembourg. You will lead audits, KPI optimization, and spare-parts planning while ensuring compliance with consumer laws and GDPR.

The role demands native/fluent French and professional English, with 30–50% travel within France and Benelux. Based in France, you will drive performance with service partners and HQ collaboration.

Qualifikationen

• Bachelor's degree in Engineering, Business Administration or a related field.
• Minimum 5 years of experience in after-sales service or repair center operations.
• Experience in consumer electronics or similar technical environments preferred.
• Experience working with outsourced repair/service partners.
• Experience coordinating a multi-country service network.
• Proven experience in B2B dealer/retailer relationship management.
• Experience with operational KPIs and continuous-improvement initiatives.
• Experience handling complex technical or service escalations.

Aufgaben

• Coordinate repair network operations across FR/BE/NL/LU as primary operational contact.
• Conduct partner audits, certification and annual performance reviews.
• Monitor and improve service KPIs: First-Time Repair Rate, TAT, Repeat Repair Rate, CSAT, Cost per Repair.
• Identify bottlenecks and drive corrective action plans with service partners.
• Localize repair manuals, technical procedures and service documentation.
• Coordinate regional spare-parts demand forecasting and inventory with internal teams.
• Ensure full compliance with service processes, quality and standards.
• Manage day-to-day after-sales relationships with retailers and dealers across the region.
• Act as escalation point for significant retailer/dealer service issues.
• Lead Quarterly Business Reviews with key channel and service partners; track actions to closure.
• Support new product launches and campaigns from after-sales readiness perspective.
• Run a structured Voice of Customer loop across retailers, repair partners, regional teams and HQ.
• Ensure compliance with French consumer protection regulations and GDPR.
• Own L2/L3 technical escalations from dealers, retailers and service partners.
• Guarantee timely first response and resolution coordination on critical cases.
• Deliver French-language technical training and enablement to dealers and partners.
• Investigate recurring product issues with partners and HQ technical teams.
• Provide structured field feedback to HQ R&D and follow up on defects.
• Localize training materials, troubleshooting guides and service documentation.

Kenntnisse

After-sales service management

Multi-country service network

B2B dealer/retailer relationships

Operational KPIs & continuous-improv.

Escalation management

Ausbildung

Bachelor's degree in Engineering or related field

Jobbeschreibung

Your Responsibilities

Repair Center (RC) Operations Management

• Coordinate repair network operations across FR / BE / NL / LU as the primary operational contact.
• Conduct partner audits, certification and annual performance reviews.
• Monitor and improve service KPIs: First-Time Repair Rate, TAT, Repeat Repair Rate, CSAT, Cost per Repair.
• Identify bottlenecks and drive corrective action plans with service partners.
• Localize repair manuals, technical procedures and service documentation.
• Coordinate regional spare-parts demand forecasting and inventory with internal teams.
• Ensure full compliance with service processes, quality and operational standards.

B2B Channel & Retailer Service Relationship

• Manage day-to-day after-sales relationships with retailers and dealers across the region.
• Act as the escalation point for significant retailer/dealer service issues.
• Lead Quarterly Business Reviews (QBRs) with key channel and service partners; track actions to closure.
• Support new product launches and commercial campaigns from an after-sales readiness perspective.
• Run a structured Voice of Customer(VOC) loop across retailers, repair partners, regional teams and HQ.
• Ensure compliance with French consumer protection regulations and GDPR.

Technical Support & Escalation

• Own L2/L3 technical escalations from dealers, retailers and service partners.
• Guarantee timely first response and resolution coordination on critical cases.
• Deliver French-language technical training and enablement to dealers and service partners.
• Investigate recurring or systematic product issues with partners and HQ technical teams.
• Provide structured field feedback to HQ R&D and follow up on potential product defects.
• Localize technical training materials, troubleshooting guides and service documentation.

Your profile

Education & Professional Experience

• Bachelor's degree in Engineering, Business Administration or a related field.
• Minimum 5 years of relevant experience in after-sales service, repair center operations, service operations or a comparable function.
• Experience in consumer electronics or a similarly technical consumer-products environment is strongly preferred.
• Proven experience working with outsourced repair/service partners.
• Experience coordinating or managing a multi-country service network.
• Demonstrated experience in B2Bdealer and/or retailer relationship management.
• Experience working with operational KPIs, service quality metrics and continuous-improvement initiatives.
• Experience handling complex technical or service escalations.

Language Requirements

• Native or fluent French is mandatory.
• Professional working proficiency in English is required for communication with regional and HQ stakeholders.
• Additional European language skills are an advantage.

Mobility

• Based in France.
• Willingness to travel approximately 30-50% within France and the Benelux region.

What we offer

• The opportunity to work independently in an experienced and highly motivated team
• An exciting position in a dynamic and fast-growing environment
• The chance to develop and implement your own ideas
• Flexibleworkinghours
• Subsidyforgymmembership