Head of International After-Sales Service

We are looking for an experienced international after-sales service leader to build and manage our service operations across Europe, with the opportunity to expand into a global leadership role as the business grows.

This role focuses on establishing local service partner networks, developing regional service strategies, improving spare parts management, and building scalable technical support and service operations. The ideal candidate has hands-on experience building overseas service systems from the ground up, particularly in complex hardware industries such as smart devices, consumer electronics, robotics, and intelligent equipment.

Key Responsibilities

• Build and Scale International Service Operations: Plan, establish, and manage after-sales service operations across Europe, with responsibility expanding to other international markets as the business develops.
• Develop Service Partner Networks: Identify, recruit, onboard, train, and manage local service partners. Establish clear qualification standards, performance evaluation processes, incentive mechanisms, and partner exit procedures.
• Develop Service Strategies and Standards: Define regional service policies, service-level agreements (SLAs), service workflows, spare parts management processes, and technical support solutions.
• Establish Scalable Service Systems: Build regional service operations from the ground up and develop repeatable operating models that can be implemented across multiple markets.
• Lead Regional Teams and Cross-Functional Collaboration: Manage service teams and collaborate closely with Sales, Product, Quality, and Supply Chain teams to improve service quality and operational efficiency.
• Drive Performance and Continuous Improvement: Monitor service costs, response and resolution times, customer satisfaction, and other operational metrics to identify improvement opportunities.
• Expand Global Service Leadership: As the business grows, take on broader responsibility for overseas service operations across Europe, North America, Latin America, and Asia-Pacific.

Qualifications

• Extensive experience in international after-sales service, service operations, or regional service management.
• Industry experience in smart hardware, consumer electronics, robotics, electric scooters, robotic lawn mowers, pool-cleaning robots, or other complex hardware products is highly preferred.
• Strong knowledge of European markets and local service ecosystems. Experience managing service operations across multiple regions is an advantage.
• Demonstrated hands-on experience building overseas service partner networks and establishing service processes and operating models from the ground up.
• Proven team management capabilities, with the ability to coordinate cross-functional stakeholders and drive execution across different markets.
• Professional proficiency in both Chinese and English for daily business communication. German language skills are a plus.
• A proactive, hands-on approach, with the ability to build new processes, solve problems, and adapt to a fast-changing business environment.
• A bachelor's degree or above is preferred.

Preferred Qualifications

• Previous experience as a Head of After-Sales Service, EMEA Service Head, International Service Operations Lead, or a similar regional leadership role.
• Experience managing service teams and operations across multiple international markets.
• Strong expertise in spare parts planning and management, technical support operations, and service partner ecosystem development.
• Professional working proficiency in German.

What We're Looking For

We are looking for someone who combines strategic thinking with hands-on execution and is motivated to build a scalable international service organization. This person will play an important role in establishing the European service network and developing the capabilities needed to support the company’s long-term global growth.