After-Sales Service Manager

About this task

工作地点：德国杜塞尔多夫
薪资：30-50k

岗位职责：
负责西欧大家电售后服务网络的规划、建设及持续优化，包括服务商开发、导入和绩效管理。
制定区域售后服务政策，设计并优化安装、维修、退换货、客户投诉及备件管理等标准化流程。
统筹西欧各国家的日常售后运营，监控服务时效、维修质量、客户满意度及运营成本，推动服务改善。
负责服务商及工程师的技术能力建设，包括新品培训、技术认证和疑难问题处理。
协同销售、产品、质量、供应链、物流及总部团队，支持新品上市、重大客诉和重点项目落地。

任职要求：
本科及以上学历，英语可作为日常工作语言；掌握德语或其他欧洲语言者优先。
具备5年以上空调、冰箱、洗衣机等大家电售后服务经验，有西欧区域管理经验者优先。
熟悉大家电服务网络建设、上门安装维修、服务商管理、备件运营及客户投诉处理。
具备较强的项目管理、跨部门协作、数据分析和商务谈判能力，能够独立推动项目落地。
责任心和服务意识强，具备良好的执行力、问题解决能力及跨文化沟通能力，能够接受欧洲区域出差。

Location: Düsseldorf, Germany
Salary: 30-50k

Responsibilities:
Plan, build, and continuously optimize the after-sales service network for major home appliances in Western Europe, including service provider development, onboarding, and performance management.
Develop regional after-sales service policies and design and optimize standardized processes for installation, repair, returns and exchanges, customer complaints, and spare parts management.
Coordinate daily after-sales operations across Western European countries, monitor service timeliness, repair quality, customer satisfaction, and operating costs, and drive service improvements.
Build the technical capabilities of service providers and engineers, including new product training, technical certification, and handling complex technical issues.
Collaborate with sales, product, quality, supply chain, logistics, and headquarters teams to support new product launches, major customer complaints, and key project implementation.

Requirements:
Bachelor's degree or above; English can be used as a daily working language. German or other European languages are preferred.
More than 5 years of after-sales service experience in major home appliances such as air conditioners, refrigerators, and washing machines; Western Europe regional management experience is preferred.
Familiar with home appliance service network development, onsite installation and repair, service provider management, spare parts operations, and customer complaint handling.
Strong project management, cross-functional collaboration, data analysis, and business negotiation skills, with the ability to independently drive project implementation.
Strong sense of responsibility and service orientation, good execution, problem-solving ability, and cross-cultural communication skills; able to travel within Europe.