Service Operation Specialist

Segway Powersports is seeking an experienced and detail-oriented Service Operation Specialist to support cross-border service coordination, warranty operations, and aftersales data analytics. This role serves as a critical bridge between the U.S. service team and headquarters (HQ) departments, ensuring efficient communication, streamlined processes, and high service quality across the dealer network. The position offers deep exposure to aftersales operations, warranty lifecycle management, technical coordination, and data-driven decision-making within the powersports industry. General Duties and Responsibilities Cross-Border Technical Coordination & Daily Operations. Act as the primary communication channel between the U.S. service team and HQ departments including Product Development, Engineering, and Quality Control. Facilitate and manage the translation (Chinese English), localization, and distribution of technical documents such as Service Manuals and Technical Bulletins to U.S. dealers. Support the Service Manager in daily administrative operations, cross-functional coordination, and third-party vendor management. Assist in maintaining efficient workflows and operational alignment across departments. Warranty Lifecycle & Claim Management Process, review, and validate dealer-submitted warranty claims, including labor hours, parts replacements, and cost justifications in accordance with company policies. Manage defective parts return logistics, tracking, and credit processing, ensuring clear documentation and audit trails. Coordinate with Parts Specialists and Service Technicians to ensure timely and accurate fulfillment of warranty replacement orders. Monitor claim status through completion and ensure proper closure. Collect, organize, and maintain aftersales performance metrics and KPIs. Develop weekly, monthly, and annual service operation reports and dashboards. Analyze failure rates, repeat repairs, and turnaround time (TAT) to identify trends and improvement areas. Provide data-driven insights and recommendations to HQ teams to support product quality and operational improvements. Dealer Relations & Portal Oversight Monitor dealer service portal activity, tracking open tickets and identifying processing delays. Proactively elevate critical or overdue cases to minimize dealer dissatisfaction. Collect feedback from dealers regarding warranty policies and labor structures. Support continuous improvement of service policies and dealer experience. Perform other related duties as assigned in support of revenue protection and operational effectiveness. Supervisory Responsibilities This job has no supervisory responsibilities. Qualifications 3–5 years of experience in service operations, warranty management, technical support, or service coordination within the powersports, automotive, heavy machinery, or related industries Support continuous improvement of service policies and dealer experience. Bilingual proficiency in English and Mandarin Chinese required, with the ability to conduct professional business communication and technical discussions in both languages. Advanced proficiency in Microsoft Excel. Experience with Power BI, ERP systems, CRM tools, or dealer portals preferred. Strong data analysis and reporting capabilities. Basic mechanical knowledge or ability to read parts diagrams is a plus. Strong analytical and problem-solving skills. Excellent organizational and multitasking abilities. Detail-oriented with high accuracy in data and documentation. Effective communication and cross-functional collaboration skills. Physical Demands This position is primarily office-based and requires prolonged periods of sitting and working at a computer using standard office equipment. The role involves frequent data review, reporting, and collaboration with internal teams. Occasional extended hours may be required to meet reporting deadlines or resolve time-sensitive disputes. The employee must often lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required for this job include close vision, color vision, and the ability to adjust focus. EEO Statement Segway Powersports Inc. is committed to providing Equal Opportunity in Employment to all applicants and employees regardless of race, color, religion, gender, age, national origin, military status, veteran status, handicap, physical or mental disability, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. #J-18808-Ljbffr