Regional Service Operations Lead – France

This is a fully remote position, open to applicants in France.

📋 Description

• Serve as the main operational contact for coordinating repair network activities across France, Belgium, the Netherlands, and Luxembourg.

• Execute partner audits, provide certification, and conduct annual performance evaluations.

• Oversee and enhance service KPIs, including First-Time Repair Rate, Turnaround Time (TAT), Repeat Repair Rate, Customer Satisfaction (CSAT), and Cost per Repair.

• Detect bottlenecks and implement corrective action plans in collaboration with service partners.

• Tailor repair manuals, technical procedures, and service documentation for local needs.

• Manage regional spare parts demand forecasting and inventory in coordination with internal teams.

• Ensure adherence to service processes, quality standards, and operational guidelines.

• Handle daily after-sales interactions with retailers and dealers throughout the region.

• Act as the point of escalation for significant service issues involving retailers and dealers.

• Lead Quarterly Business Reviews with key channel and service partners, ensuring action items are tracked to completion.

• Assist with new product launches and commercial campaigns from an after-sales readiness perspective.

• Implement a structured Voice of Customer feedback loop involving retailers, repair partners, regional teams, and headquarters.

• Ensure compliance with French consumer protection laws and GDPR regulations.

• Manage Level 2 and Level 3 technical escalations from dealers, retailers, and service partners.

• Ensure prompt first responses and resolution coordination on critical cases.

• Provide French-language technical training and support to dealers and service partners.

• Investigate recurring or systemic product issues in collaboration with partners and HQ technical teams.

• Deliver structured field feedback to HQ R&D and monitor potential product defects.

• Tailor technical training materials, troubleshooting guides, and service documentation for local use.

⛳️ Requirements

• Bachelor's degree in Engineering, Business Administration, or a related field.

• At least 5 years of relevant experience in after-sales service, repair center operations, service operations, or a similar role.

• Experience in consumer electronics or a similarly technical consumer products environment is highly preferred.

• Proven track record of working with outsourced repair/service partners.

• Experience in coordinating or managing a multi-country service network.

• Demonstrated expertise in B2B dealer and/or retailer relationship management.

• Familiarity with operational KPIs, service quality metrics, and continuous improvement initiatives.

• Experience dealing with complex technical or service escalations.

• Native or fluent proficiency in French is essential.

• Professional proficiency in English is required.

• Must be based in France.

• Willingness to travel approximately 30–50% within France and the Benelux region.

🏝️ Benefits

• The opportunity to work autonomously within a skilled and highly motivated team.

• An engaging role in a dynamic and rapidly growing environment.

• The chance to develop and execute your own ideas.

• Flexible working hours.

• Subsidy for gym membership.