Service Manager

Segway-Ninebot Europe; Fatih; On-site; TRY 700,000 - 1,000,000; Full time

Job summary

Segway-Ninebot Europe is seeking a Service Manager to lead after-sales operations in Türkiye. You will oversee the customer contact center, service center, and spare parts logistics to maximize customer satisfaction.

You will manage a team of technicians and coordinators, ensure on-time repairs, optimize inventory, and collaborate with HQ Supply Chain and the Türkiye distributor to support launches and ongoing service excellence.

Qualifications

• Bachelor's degree in Engineering, Business Management, or related field.
• Minimum 3–5 years in a service management role in automotive, bicycle, micro-mobility, or related technical consumer goods.
• Proven track record of managing both call center and back-office/workshop teams.

Responsibilities

• Oversee call center operations (voice and non-voice teams).
• Improve CSAT, NPS, first-contact resolution and SLAs.
• Supervise service center diagnostics, repair, and maintenance.
• Manage spare parts procurement and warehouse operations.
• Coordinate supply chain with HQ and Türkiye distributor.
• Lead and develop cross-functional teams and provide coaching.
• Prepare regular performance reports for senior management.

Skills

Call center management

Supply chain coordination

Team leadership

Data analysis

Education

Bachelor's degree in Engineering

Bachelor's degree in Business Management

Tools

ERP systems

CRM software

MS Office

Job description

Industry: Micro-mobility / Kick Scooters

Overall Purpose of the Role

The Service Manager is responsible for delivering exceptional after-sales service and support.

You will oversee the customer contact center, manage physical service center operations,

and ensure efficient spare parts logistics to maximize customer satisfaction and operational

Key Responsibilities

Call Center Operation

• Oversee the daily operations of the voice (inbound/outbound) and non-voice (email, chat) customer support teams.
• Develop and implement strategies to improve key performance indicators (KPIs) like customer satisfaction (CSAT), Net Promoter Score (NPS), first-contact resolution, and
• Monitor service level agreements (SLAs) and ensure consistent, high-quality service delivery.
• Handle escalated customer issues and complex technical inquiries to ensure resolution.

Service Center Operation

• Supervise the after-sales service process, including kick scooter diagnostics, repair, maintenance, and quality control.
• Manage a team of service technicians, including task allocation, workflow scheduling, and hands-on technical guidance.
• Ensure all repair and maintenance services meet scheduled commitments and customer
• Maintain a safe, organized, and efficient workshop environment.

Spare Parts Management

• Develop and execute spare parts procurement plans to ensure adequate inventory levels for repair needs while controlling costs.
• Manage the entire spare parts warehouse operation, including inventory control, stock takes, and the receiving and issuing of parts.
• Analyze parts consumption and inventory turnover rates to optimize stock levels and
• Manage relationships with parts suppliers and track supplier performance.

Supply Chain Operations

• Liaise with HQ Supply Chain, the Türkiye distributor, freight forwarders, customs brokers,
• Track and coordinate import and customs clearance processes in Türkiye, including the preparation and verification of required documents such as commercial invoices, packing lists, certificates of origin, and product compliance documents.
• Track the Türkiye distributor 's order fulfillment and delivery progress to key KA (Key Account) channels, including stock preparation, outbound shipment, transportation, and final delivery, to ensure on-time delivery for key customers and new product launches.
• Proactively identify potential issues and risks related to transportation, customs clearance, distributor inventory, and KA delivery, and drive relevant stakeholders to resolve them to avoid impact on sales and new product launch plans.
• Lead, motivate, and develop teams across call center, service center, and parts departments.
• Set clear performance goals, conduct regular evaluations, and provide constructive feedback and coaching.
• Identify training needs and implement development programs for technical skills and

Administrative & Reporting Duties

• Prepare and present regular reports to senior management on operational performance, KPIs, and budget adherence.
• Manage the operational budget for service departments, focusing on cost control and resource allocation.
• Develop and maintain Standard Operating Procedures (SOPs) for all service processes.

Qualifications & Experience

• Education: Bachelor's degree in Engineering, Business Management, or a related field.
• Significant relevant experience may be considered.
• Experience: Minimum of 3-5 years of experience in a service management role, preferably in the automotive, bicycle, micro-mobility, or a related technical consumer goods industry.
• Proven track record of managing both customer-facing (call center) and back-office/workshop teams.
• Demonstrated experience in spare parts inventory management and supply chain processes.

Technical Skills

• Strong technical troubleshooting and problem-solving abilities with mechanical/electrical products.
• Proficiency in using inventory management (ERP) systems, CRM software, and the Microsoft Office suite.
• Familiarity with process improvement methodologies like Six Sigma or Lean is advantageous.
• Leadership & Team Management: Ability to inspire and lead a diverse technical and support team.
• Customer Focus: A strong commitment to delivering world-class customer service and resolving issues effectively.
• Analytical Thinking: Excellent data analysis skills to drive decision-making and continuous improvement.
• Communication: Outstanding verbal and written communication skills for interacting with customers, team members, and senior management.
• Organizational Skills: Superior ability to manage multiple priorities, budgets, and projects