Regional Service Operations Lead – Nordics & Eastern Europe

Ecovacs Europe GmbH; Norway; Hybride; NOK 1 000 000 - 1 500 000; Plein temps

Avantages offerts par ce poste

Flexible working hours

Gym membership subsidy

Independence in a dynamic team

Résumé du poste

Ecovacs Europe GmbH is seeking an experienced regional operations lead for Nordic markets. You will oversee repair-center operations, manage B2B relationships with retailers, and coordinate regional escalation handling to ensure service excellence.

The role requires coordinating multi-country service networks, auditing partners, and driving KPI improvements while ensuring GDPR/compliance. English proficiency is mandatory, with Swedish/Norwegian a plus.

Qualifications

• Bachelor's degree in Engineering, Business Administration or a related field.
• Minimum 5 years of relevant experience in after-sales service or service operations.
• Experience with consumer electronics or technical consumer products.
• Proven experience coordinating outsourced repair/service partners.
• Experience managing multi-country service networks and B2B dealer/retailer relationships.
• Experience using operational KPIs and continuous-improvement initiatives.
• Ability to handle complex technical or service escalations.

Responsabilités

• Coordinate repair network operations across the region 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; escalation point for issues.
• Lead QBRs with channel and service partners; track actions to closure.
• Support new product launches and campaigns from an after-sales readiness perspective.
• Run a structured VOC loop across retailers, repair partners, regional teams and HQ.
• Ensure compliance with EU/EEA consumer protection regulations and GDPR.
• Own L2/L3 technical escalations; guarantee timely first response and resolution coordination.
• Deliver English-language technical training and enablement to dealers (Norwegian/Swedish a plus).
• Investigate recurring product issues with partners and HQ R&D; provide field feedback.

Connaissances

After-sales operations

Multi-country coordination

B2B relationship management

KPI & service metrics

Escalation management

Regional stakeholder alignment

Audits & certifications

Warranty & service documentation

Formation

Bachelor's degree in Engineering or related field

Description du poste

Your Responsibilities

Repair Center (RC) Operations Management

• Coordinate repair network operations across the region 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 applicable EU/EEA 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 English-language technical training and enablement to dealers and service partners (Swedish / Norwegian an advantage).
• 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 for the regional market.

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 B2B dealer 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

• Professional working proficiency in English is mandatory
• Swedish or Norwegian is a strong plus.

Mobility

• Location: BasedinanyoftheNordiccountries.
• Travel Requirements: Willingness to travel approximately 30–50% within the Nordic countries and the Eastern EU 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