Service Manager Benelux
Midea Europe
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Benefits offered by this job
Job summary
Midea Europe, Amsterdam, seeks an experienced Service Manager to lead after-sales service operations across the Netherlands and drive service excellence. You will manage performance, warranty, and customer satisfaction while collaborating with sales, tech support, and headquarters to support business growth.
Ideal candidates have strong leadership, stakeholder management, and data-driven problem solving, with English and Dutch fluency. The role is based in Amsterdam with growth opportunities.
Qualifications
- Bachelor's degree in related discipline is required.
- Minimum 5 years of experience in after-sales service, customer service, or operations.
- Experience managing service providers or networks is preferred.
- Experience in consumer electronics or HVAC is advantageous.
Responsibilities
- Oversee service operations across the Netherlands to meet SLAs.
- Manage service partners, contractors, and performance reviews.
- Drive customer satisfaction initiatives and handle escalations.
- Oversee warranty processes and control service costs.
- Monitor KPIs and prepare regular performance reports.
- Collaborate with Sales, Supply Chain, Quality, and Finance.
Skills
Education
Tools
Job description
Permanent Employment, Full Time
Head of Sales, Benelux
English and Dutch (Must)
Midea Group is a publicly listed Global Fortune 500 company and is the world’s leading manufacturer of home appliances. Committed to bringing innovation to life, Midea Group goes beyond smart home appliances and comprises business pillars like HVAC and Building Technologies, Robotics and Automation, Electro-Mechanical and Digital Innovation. Being ranked #231 in the 2026 Global Fortune 500 List, Midea is proud of its 190,000+ employees and presence in 200+ countries, including several subsidiaries in the European market.
- Global Fortune 500 #246 in 2025
Midea's commitment to Europe goes beyond expanding its market reach. It’s also building a sustainable and innovative presence in the Europe market through localized operations, technological advancements, and an emphasis on energy-efficient solutions. CLICK VIDEOS HERE and some key M&A activities in the region (e.g. Teka, KUKA and ARBONIA climate).
- Midea Electrics Netherlands B.V. is located at Mercuriusplein 1, 2132 HA Hoofddorp,The Netherlands.
- We deliver leading MDA and SDA consumer electronics alongside comprehensive HVAC solutions.
We are seeking an experienced and customer-focused Service Manager to lead and
develop after-sales service operations across the Netherlands. The successful candidate
will be responsible for managing service performance, customer satisfaction, service
partners, warranty operations, and continuous improvement initiatives to ensure a highquality customer experience.
This role requires strong leadership, operational management, and stakeholder
engagement skills, working closely with customers, service providers, sales teams, and
China Headquarters to drive service excellence and support business growth.
- Manage the day-to-day after-sales service activities across the Netherlands.
- Ensure service requests, repairs, installations, and technical support activities
- are delivered efficiently and in accordance with company standards.
- Monitor service performance and ensure customer issues are resolved within
- agreed service levels.
- Develop and implement service procedures, processes, and operational
- controls.
- Manage relationships with third-party service providers, repair centres, and
- Conduct regular performance reviews with service partners.
- Monitor service quality, repair turnaround times, and customer satisfaction
- levels.
- Ensure service partners comply with contractual obligations and Service Level
- Agreements (SLAs).
- Identify opportunities for service network improvement and expansion.
- Drive initiatives to improve customer satisfaction and service experience.
- Handle escalated customer complaints and ensure timely resolution.
- Analyse customer feedback and service performance data to identify
- Implement corrective actions to address recurring service issues.
- Oversee warranty claim processes and ensure accurate claim validation.
- Monitor warranty costs and identify opportunities to reduce service-related
- expenses.
- Work closely with Quality, Product, and technical teams to address productrelated issues.
- Provide feedback to headquarters regarding recurring product quality concerns.
- Track and analyse key service KPIs, including:
- Customer Satisfaction (CSAT)
- First-Time Fix Rate
- Repair Turnaround Time
- Warranty Cost Performance
- Service Response Time
- Prepare weekly, monthly, and quarterly service performance reports.
- Present service performance updates and recommendations to management.
- Lead service improvement and operational excellence initiatives.
- Identify opportunities to improve efficiency, reduce costs, and enhance customer
- satisfaction.
- Support digitalisation and process optimisation projects within the service
- function.
- Implement best practices across the service network.
- Work closely with Sales, Supply Chain, Technical Support, Quality, Finance, and
- Support product launches and service readiness activities.
- Provide service expertise and operational insights to support business
- objectives.
- Ensure effective communication across all stakeholders.
- Bachelor's degree in Business Administration, Engineering, Operations Management, or a related discipline.
- Minimum 5 years' experience in after-sales service, customer service, technical
- service, or service operations management.
- Experience managing service providers, contractors, or service networks.
- Experience in consumer electronics, home appliances, HVAC, or related
- industries is preferred.
- Experience working in an international environment is advantageous.
- Strong service operations and customer management knowledge.
- Experience managing KPIs, service quality, and operational performance.
- Strong analytical and problem-solving abilities.
- Excellent stakeholder and relationship management skills.
- Good understanding of warranty processes and service cost control.
- Advanced Microsoft Excel and PowerPoint skills.
- Experience with CRM, ERP, or service management systems is preferred.
- Fluent Dutch and English (written and spoken).
- Chinese language capability is an advantage.
- Customer Focus
- Leadership & Team Management
- Problem Solving
- Analytical Thinking
- Results Orientation
- Stakeholder Management
- Communication Skills
- Decision Making
- Accountability & Ownership
- Enjoy the startup atmosphere with great autonomy to lead the after sales function for
Benelux;
- Competitive, country-specific employee compensation tailored to local markets;
- Join a global company committed to invest in green products and AI technologies;
- Based in Amsterdam, a strategic location for Midea Europe’s expansion, with exceptional opportunities for professional growth；
- Access structured international training, European rotation opportunities, and sponsorship for professional qualifications.
Midea Group is an Equal Opportunity Employer where diversity & inclusion matters. We
do not discriminate based upon race, religion, color, national origin, gender (including
pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity,
gender expression, age, status as a protected veteran, status as an individual with a
disability, or other applicable legally protected characteristics.
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