Regional Service Operations Lead, Nordics & EE

Ecovacs Europe GmbH; Norway; Hybrid; NOK 1,000,000 - 1,500,000; Full time

Benefits offered by this job

Flexible working hours

Gym membership subsidy

Independence in a dynamic team

Job summary

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.

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.
• 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.

Skills

After-sales operations

Multi-country coordination

B2B relationship management

KPI & service metrics

Escalation management

Regional stakeholder alignment

Audits & certifications

Warranty & service documentation

Education

Bachelor's degree in Engineering or related field

Job description

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.