ECOVACS ROBOTICS

Operations

• 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 including First-Time Repair Rate, TAT, Repeat Repair Rate, CSAT and 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 compliance with service processes, quality and operational standards
• Manage day-to-day after-sales relationships with retailers and dealers across the region
• Act as the escalation point for significant retailer/dealer service issues
• Lead Quarterly Business Reviews with key channel and service partners and track actions to closure
• Support new product launches and commercial campaigns from an after-sales readiness perspective
• Run a structured Voice of Customer loop across retailers, repair partners, regional teams and HQ
• Ensure compliance with applicable EU/EEA consumer protection regulations and GDPR
• Own L2/L3 technical escalations from dealers, retailers and service partners
• Guarantee timely first response and resolution coordination on critical cases
• Deliver English-language technical training and enablement to dealers and service partners
• Investigate recurring or systematic product issues with partners and HQ technical teams
• Provide 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

Explore Regional Service Operations Lead – Nordics, Eastern Europe at ECOVACS ROBOTICS. Review requirements and application details.