Service Manager

General Description

As a Service Manager you are responsible for delivering an excellent service experience to our customers, managing day-to-day operations, and developing appropriate standards and processes to continuously enhance the overall service experience. This position interacts with all relevant departments and our other offices in Europe to provide and process information in response to technical inquiries, concerns, complaints, and other product-related questions.

Key Responsibilities

• Provide first-line and second-line technical support to dealers and service partners for e-kick scooters, e-bikes, and electric motorcycles. Diagnose technical issues remotely and provide effective solutions to ensure rapid problem resolution.
• Support the expansion and development of Segway's authorized service and retail network across France. Identify service capability gaps and work with partners to improve service readiness and technical competence.
• Organize and deliver technical training programs for retailers, service centers, and workshop technicians. Develop technical knowledge and product expertise within the dealer network to improve first-time fix rates and customer satisfaction.
• Become the local technical expert for all Segway products, including e-scooters, e-bikes, and electric motorcycles. Provide guidance on diagnostics, repairs, software updates, battery systems, motor systems, and warranty-related matters.
• Monitor service quality and dealer performance through KPIs, service audits, and customer feedback. Ensure compliance with Segway service standards and continuously drive service improvements.
• Work closely with Sales, Product, Logistics, Quality, and European Service teams to support product launches, technical campaigns, recalls, and service-related projects.
• Support dealers in delivering a high-quality after-sales experience. Analyze field issues and customer feedback to identify opportunities for product and service improvements.
• Maintain service documentation, technical bulletins, repair procedures, and service reports. Collect and analyze service data to support operational decision-making and continuous improvement.

Qualifications and Skills

• Bachelor’s degree, preferably in a technical field
• Excellent knowledge of customer service principles and practices
• Technological acumen for the e-mobility industry and technical background required
• Technical acumen is required – you must develop a comprehensive knowledge of all Segway products
• Coming from eScooter business is a plus
• Ability to work independently and exercise good judgment
• Fluent in French, English verbal and written, and Chinese (Mandarin) will be a plus
• Advanced proficiency in Microsoft Office, Excel mostly (mandatory)
• Strong problem analysis and problem-solving abilities