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.
- 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.
- 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