Regional Service Operations Lead – France & Benelux

Your Responsibilities

Repair Center (RC) Operations Management

• Coordinate repair network operations across FR / BE / NL / LU as the primary operational contact.
• Conduct partner audits, certification and annual performance reviews .
• Monitor and improve service KPIs: First-Time Repair Rate, TAT, Repeat Repair Rate, CSAT, 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 full compliance with service processes, quality and operational standards.

B2B Channel & Retailer Service Relationship

• 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 (QBRs) with key channel and service partners; track actions to closure.
• Support new product launches and commercial campaigns from an after-sales readiness perspective.
• Run a structured Voice of Customer (VOC) loop across retailers, repair partners, regional teams and HQ.
• Ensure compliance with French consumer protection regulations and GDPR .

Technical Support & Escalation

• Own L2/L3 technical escalations from dealers, retailers and service partners.
• Guarantee timely first response and resolution coordination on critical cases.
• Deliver French-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 .

Your profile

• 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.

Language Requirements

• Native or fluent French is mandatory.
• Professional working proficiency in English is required for communication with regional and HQ stakeholders.
• Additional European language skills are an advantage.

Mobility

• Based in France .
• Willingness to travel approximately 30-50% within France and the Benelux region.

What we offer

• The opportunity to work independently in an experienced and highly motivated team
• An exciting position in a dynamic and fast-growing environment
• The chance to develop and implement your own ideas
• Flexibleworkinghours
• Subsidyforgymmembership