Manage repair and service partner operations across France and the Benelux, monitoring service quality and KPIs, coordinating spare parts, and driving corrective actions. Lead retailer and dealer relationships, resolve technical escalations, deliver French-language training, and relay field feedback to headquarters.
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
Education & Professional Experience
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
Contact Us
Would you like to help shape the future of robot technology? Then get in touch with us and send your complete application documents with salary expectations and earliest possible starting date in English via the application link
About us
Long before the “Smart Home” concept became fashionable ECOVACS Robotics (ECOVACS) was already at the forefront of innovation in smart home robotics, exploring new ways for robots to transform homeowners’ lives. ECOVACS’ more than 25 years of work in service robotics has seen the company transformed from a visionary startup into a global corporation with a Mission of Robotics for All. Designed to change the way people live and work, ECOVACS robotics are now being used in over 145 countries and regions around the world.
Our guiding Vision - Advancing robotic technologies to serve the world, to create a holistic ecosystem between human and robotics in lifestyle and production.
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