Head of Aftersales

Job Description

Position Overview

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• The Head of Aftersales for Segway Navimow U.S. will lead the end-to-end service operations to support the rapid growth of our robotic lawnmower business in the United States. This role is responsible for building a robust national service network, establishing high-standard service quality management frameworks, and optimizing spare parts supply and logistics to ensure exceptional customer experience across all channels.
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• The position requires a customer-centric leader with strong operational expertise to scale service infrastructure while aligning with the commercial expansion of dealership partners, retail chains, and online sales channels.
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Key Responsibilities

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• Define and execute service network strategy, including authorized service centers, central service factory, and mobile service solutions where relevant.
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• Develop service partner capability models: training, certification, tool & equipment standards, and SLA performance governance.
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• Build and implement service quality KPIs: repair turnaround time, first-time fix rate, NPS/CSAT, service reliability, complaint resolution.
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• Manage technical escalation and root-cause analysis processes in collaboration with engineering and product teams.
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• Design spare parts logistics system including forecasting, inventory planning, warehousing layout, and last-mile fulfilment.
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• Work closely with HQ supply chain and logistics partners to optimize replenishment flow and lead times.
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• Manage parts pricing strategy and warranty parts cost governance to align with business margin goals.
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• Build and oversee customer care operations including phone, chat, and digital self-service solutions.
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• Lead and grow the aftersales team including technical support, customer experience, and service operations.
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• Partner actively with Sales, Product, Supply Chain, E-commerce, Marketing, and Legal teams to support business expansion.
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Qualifications

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• Bachelor’s degree in Engineering, Business, Supply Chain, Business Management or related field; advanced degree is a plus.
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• 7–10+ years’ experience in Aftersales/Customer Service Operations, ideally in consumer electronics, smart home appliances, power tools, or outdoor equipment.
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• Proven track record of building and scaling nationwide service networks in a high-growth environment.
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• Strong analytical mindset with experience in service cost modeling, forecasting, and KPI-driven performance management.
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• Excellent interpersonal communication, stakeholder management, and cross-functional leadership skills.
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• Knowledge of U.S. regulatory compliance and retail channel operational requirements is preferred.
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• Proficiency in English and Chinese communication.
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• Willingness to travel as needed to audit service providers and support channel operations.
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