Regional Service Operations Lead – Nordics, Eastern Europe

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

📋 Description

• Serve as the primary operational contact for coordinating repair network activities throughout the region.

• Conduct audits of partners, manage certification processes, and perform 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.

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

• Adapt repair manuals, technical procedures, and service documentation to meet local requirements.

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

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

• Handle daily after-sales relationships with retailers and dealers across the region.

• Act as the escalation point for significant service issues encountered by retailers and dealers.

• Lead Quarterly Business Reviews with key channel and service partners, ensuring follow-up on action items.

• Facilitate new product launches and commercial campaigns from an after-sales perspective.

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

• Ensure compliance with relevant EU/EEA consumer protection regulations and GDPR requirements.

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

• Ensure timely initial responses and coordinated resolutions for critical cases.

• Provide English-language technical training and enablement for dealers and service partners.

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

• Offer 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.

⛳️ Requirements

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

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

• Strongly preferred experience in the consumer electronics sector or a similarly technical consumer products environment.

• 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 in managing complex technical or service escalations.

• Professional working proficiency in English is required.

• Proficiency in Swedish or Norwegian is a significant advantage.

• Must be based in one of the Nordic countries.

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

🏝️ Benefits

• Flexible working hours.

• Subsidy for gym membership.