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Regional Service Operations Lead – Nordics, Eastern Europe
ECOVACS ROBOTICS. Coordinate repair network operations across the region as the primary operational contact .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in after-sales service operations, including managing service partner relationships, monitoring service KPIs, and ensuring compliance with quality standards. Proficient in technical training and localization of service documentation, with a strong focus on continuous improvement and customer satisfaction.
Highest-signal resume keywords
After-Sales Service ManagementService Operations CoordinationKPI Monitoring and ImprovementTechnical Escalation HandlingB2B Relationship Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Service Quality MetricsRepair Center OperationsTechnical Training DeliveryConsumer Electronics ExperienceContinuous Improvement InitiativesPerformance ReviewsInventory ForecastingTechnical Documentation LocalizationEscalation ManagementField Feedback Analysis
Soft Skills
Problem-SolvingCommunicationLeadershipCollaborationCustomer Relationship Management
Certifications & Qualifications
Bachelor's Degree in EngineeringBachelor's Degree in Business Administration
Industry Keywords
Consumer Protection RegulationsGDPR ComplianceNordic CountriesMulti-Country Service NetworkRetailer/Dealer Management
About the role
Key responsibilities & impact- 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
Requirements
What you’ll need- Bachelor's degree in Engineering, Business Administration or a related field
- Minimum 5 years of relevant experience in after-sales service, repair center operations, service operations or a comparable function
- Experience in consumer electronics or a similarly technical consumer-products environment is strongly preferred
- Proven experience working with outsourced repair/service partners
- Experience coordinating or managing a multi-country service network
- Demonstrated experience in B2B dealer and/or retailer relationship management
- Experience working with operational KPIs, service quality metrics and continuous-improvement initiatives
- Experience handling complex technical or service escalations
- Professional working proficiency in English is mandatory
- Swedish or Norwegian is a strong plus
- Based in any of the Nordic countries
- Willingness to travel approximately 30–50% within the Nordic countries and the Eastern EU region
Benefits
Comp & perks- Flexible working hours
- Subsidy for gym membership