Regional Service Operations Lead – Nordics & Eastern Europe

ECOVACS EMEA; Norway; Hybride; NOK 900 000 - 1 300 000; Plein temps

Avantages offerts par ce poste

Employee discount on ECOVACS robots

Independent, motivated team

Résumé du poste

ECOVACS EMEA is seeking a Regional Service Operations Lead for Nordics & Eastern Europe. Based in the Nordic region, you will oversee repair network operations, audits, and KPI-driven performance across multiple countries and partners.

You will coordinate regional spare-parts forecasting, ensure process compliance, and support product launches from an after-sales perspective. English proficiency is mandatory, with Swedish/Norwegian a strong plus.

Qualifications

• Bachelor's degree in Engineering, Business Administration or related field.
• Minimum 5 years in after-sales service, repair center ops, or similar.
• Experience with consumer electronics or technical consumer products preferred.
• Proven experience coordinating outsourced repair/service partners.
• Experience managing multi-country service networks and B2B dealer/retailer relations.
• Experience with operational KPIs, service quality metrics and continuous improvement.

Responsabilités

• Coordinate repair network operations across the region as primary operational contact.
• Conduct partner audits, certification and annual performance reviews.
• Monitor and improve service KPIs: FTR, TAT, RPR, CSAT, cost per repair.
• Lead QBRs with channel and service partners; track actions to closure.
• Deliver English-language technical training to dealers and partners.

Connaissances

Multi-country service network

B2B dealer/retailer mgmt

Operational KPIs

English proficiency

Travel readiness

Formation

Bachelor's degree in Engineering, Business Administration or related

Description du poste

Long before the “Smart Home” concept became fashionable ECOVACS Robotics (ECOVACS) was already at the forefront of innovation in smart home robotics, exploring new ways for robots to transform homeowners’ lives. ECOVACS’ more than 25 years of work in service robotics has seen the company transformed from a visionary startup into a global corporation with a Mission of Robotics for All. Designed to change the way people live and work, ECOVACS robotics are now being used in over 145 countries and regions around the world.

Our guiding Vision - Advancing robotic technologies to serve the world, to create a holistic ecosystem between human and robotics in lifestyle and production.

For our operations team, we are currently looking for a Regional Service Operations Lead – Nordics & Eastern Europe at the earliest possible starting date.

Your Responsibilities

• 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.
• 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: Based in any of the Nordic countries.

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

What we offer

• The possibility to work independently in an experienced, vibrant and highly motivated team
• To grow with us in a dynamic and fast-growing environment
• The chance to develop and implement your own ideas
• Employee discount on ECOVACS robots