Regional Service Operations Lead – Nordics, Eastern Europe

Job not on LinkedIn

🕒 October 16

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

⚙️ Operations

👻 Ghost score 12%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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ECOVACS ROBOTICS

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

🚘 Automotive

🤖 Artificial Intelligence

Automotive • Artificial Intelligence

ECOVACS ROBOTICS is a pioneer in the field of home automation, specializing in the design and manufacturing of service robots that enhance lifestyle through intelligent and responsive solutions. With over 20 years of experience, ECOVACS has developed a wide range of robotic household cleaners including vacuuming robots, window cleaning robots, and air purifying robots, enabling users to live smarter and enjoy life more. The company is dedicated to innovation in creating a seamless home environment that requires less attention and effort from users.

📋 Description

• 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

• 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

• Flexible working hours • Subsidy for gym membership