Regional Service Operations Lead – France & Benelux

Ecovacs Europe GmbH; Friesland; On-site; EUR 70,000 - 95,000; Full time

Benefits offered by this job

Flexible working hours

Gym membership subsidy

Independent work

Career development opportunities

Job summary

Ecovacs Europe GmbH seeks an experienced service operations leader to manage the repair center network across France, Benelux, and neighboring regions. You will audit, optimize KPIs, and align manuals, parts forecasting, and documentation with partners and HQ, while ensuring GDPR and consumer protections compliance.

You will coordinate retailer relationships and drive QBRs, new product readiness, and structured VOC programs, enabling effective after-sales support and continuous improvement.

Qualifications

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

Responsibilities

• 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.
• 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 (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.
• 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.

Skills

Repair network ops

KPI management

Audit & certification

Cross-country coordination

Vendor/partner management

Education

Bachelor's degree in Engineering/related field

Job description

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