Head of Europe Service Operations

About the RoleOur Client is seeking a Head of Overseas Service Operations to build and scale its after-sales service capabilities outside China. The initial focus will be Europe, including the development of a local service partner network and the improvement of technical service delivery. As the organization grows, the role may expand to oversee service operations across North America, Latin America, and Asia-Pacific. This position combines strategy with hands-on execution. We are looking for someone who has personally built service operations in overseas markets, rather than only managed an established organization.Responsibilities

• Develop and execute the after-sales service strategy for Europe.
• Build, manage, and improve a network of local service partners and repair providers.
• Establish service processes, partner standards, performance measures, and escalation procedures.
• Coordinate technical support, repair services, and spare-parts operations to improve service quality and resolution times.
• Work closely with regional teams and headquarters to address service issues and support business growth.
• Identify gaps in the existing service model and lead practical improvements.
• Develop the structure and capabilities needed to support service operations across additional overseas regions.Qualifications
• Significant experience in overseas after-sales, field service, or technical service operations, with strong knowledge of the European market.
• Demonstrated experience building a service operation or local service partner network from the ground up.
• Hands-on experience managing external service partners, technical support processes, and spare-parts operations.
• Background in smart hardware, consumer electronics, robotics, or a similarly technical consumer product category.
• Strong ownership, execution, and cross-functional leadership skills in a fast-growing environment.
• Working proficiency in both Chinese and English for daily business communication.Preferred Skills
• Experience managing service operations across multiple international regions.
• German language proficiency.
• Experience developing and leading regional service managers.