EMEA Aftersales and Technical Associate

brunswick; Netherlands; On-site; EUR 45,000 - 65,000; Full time

Job summary

Fliteboard is seeking an EMEA Aftersales & Technical Associate to develop loyal dealers and ensure a frictionless ownership experience for end-users. You will lead dealer support, drive 95% case resolution through dealers and training, and collaborate with regional teams to roll out dealer success initiatives.

Key duties include onboarding, KPI-driven goals, warranty and service process adoption, and close work with regional service center networks, QC/QA, and marketing to support events and

Responsibilities

• Act as the primary aftersales point of contact for assigned dealers, fostering strong trust-based relationships and being their first line of support for customer issues and opportunities.
• Drive dealer-led resolution to ensure 95% of end user cases are resolved via the dealer and regional service center network without central EMEA Aftersales intervention.
• Provide prioritized support to key dealers, ensuring resolution or structured escalation within one business day for critical issues.
• Ensure full adoption and compliance of aftersales processes including warranty, ticketing, customer communication and use of Flite systems and tools.
• Drive dealer and regional service center on-boarding, certification and re-certification programs, including timelines and annual compliance based on tier with a focus on equipping them with the right training, tools and access to Flite systems.
• Champion adoption and effective use of Flite aftersales systems and tools across dealer and regional service center networks to improve first-time resolution and prevention.
• Oversee dealer spare-parts readiness, ensuring appropriate inventory levels and alignment with our decentralized service resolution model to enable fast local support.
• Manage, approve and monitor warranty cost performance and knowledge gaps, identifying and addressing outliers through targeted coaching, process changes or training.
• Support local end-users in Dutch market and other assigned DTC channels in alignment with the dealer-led aftersales model, coordinating smooth handovers and ensuring a consistent experience.
• Providing regular service training to local team members and dealers as needed.
• Perform regular service and repair operations as required for internal and external stakeholders.
• Support with any other tasks and duties in collaboration with the Technical Aftersales Manager.
• Support marketing and events related projects in a technical capacity as required.

Job description

Purpose of role

In line with our mission to be the most loved personal foil craft brand in the world, the EMEA Aftersales & Technical Associate helps develop loyal, high performing dealers who value our partnership through strong aftersales support and business management.

Work with the regional team to identify and remove obstacles to our dealer's success with Fliteboard and ensure a frictionless ownership experience for end-users.

Rolling out initiatives that support and grow the dealer business with us and enable them to deliver a better end-user aftersales experience with a clear focus on issue resolution and prevention.

Scope

Approximately 80% B2B dealer / channel aftersales support and 20% D2C aftersales support, leveraging the dealer network and regional service center network to maximize in-market support.

Approximately 80% of your time will be spent looking after assigned dealers and 20% of your time will be spent in the technical space together with the Technical After Sales Manager. This can be adjusted as needed.

Key Stakeholders

• Technical Aftersales Manager
• B2B Sales Team
• Direct Sales Team
• Tech Service Teams
• Fulfilment & Production Teams
• QC/QA Team
• Marketing Team
• Dealers and their service team
• Regional Service Center and Fliteschools
• End-Users (local servicing/repair and through dealer-led model)

Key Accountabilities

Working with the Regional Customer Manager EMEA and Technical Aftersales Manager to develop and roll out our dealer success strategy that delivers value for our dealers and nurtures loyal and supportive relationships.

Meet quarterly and annual goals as part of EMEA Aftersales Team. (OKR's, KPI's and Customer Experience and Service Targets)

Working closely with the Technical Aftersales Manager you will be providing technical training to both internal and external stakeholders (in-person and/or on location and online).

Performing technical and service-related tasks such as but not limited to servicing equipment, performing repairs, ensuring equipment readiness for events and campaigns as required, in a 32 to 8 hours split between main responsibilities. The split can be adjusted as needed to meet established goals.

Responsibilities

• Act as the primary aftersales point of contact for assigned dealers, fostering strong trust-based relationships and being their first line of support for customer issues and opportunities.
• Drive dealer-led resolution to ensure 95% of end user cases are resolved via the dealer and regional service center network without central EMEA Aftersales intervention.
• Provide prioritized support to key dealers, ensuring resolution or structured escalation within one business day for critical issues.
• Ensure full adoption and compliance of aftersales processes including warranty, ticketing, customer communication and use of Flite systems and tools.
• Drive dealer and regional service center on-boarding, certification and re-certification programs, including timelines and annual compliance based on tier with a focus on equipping them with the right training, tools and access to Flite systems.
• Champion adoption and effective use of Flite aftersales systems and tools (e.g. ticketing, knowledge base, warranty portals) across dealer and regional service center networks to improve first-time resolution and prevention.
• Oversee dealer spare-parts readiness, ensuring appropriate inventory levels and alignment with our decentralized service resolution model to enable fast local support.
• Manage, approve and monitor warranty cost performance and knowledge gaps, identifying and addressing outliers through targeted coaching, process changes or training.
• Support local end-users in Dutch market and other assigned DTC channels in alignment with the dealer-led aftersales model, coordinating smooth handovers and ensuring a consistent experience.
• Providing regular service training to local team members and dealers as needed.
• Perform regular service and repair operations as required for internal and external stakeholders.
• Support with any other tasks and duties in collaboration with the Technical Aftersales Manager.
• Support marketing and events related projects in a technical capacity as required.

Acting as a guide for the local EMEA Aftersales Team members

Sharing the vision of the business and putting the dealer at the center of everything we do.

Supporting the wider EMEA Team when needed, especially in periods of high volume or during key launches and campaigns.

Be a driver of our Flite culture in the EMEA Team, role-mode.