Bilingual Head of Aftersales (English & Mandarin)

Position Overview

The Senior Manager 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.

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.

Key Responsibilities

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

Qualifications

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