Segway Navimow Is Hiring A Bilingual Aftersales Senior Manager

Join us as we lead the growth of robotic lawnmower service excellence across the United States! 🌱🚀

Position Overview

The Senior Manager of Aftersales for Segway Navimow U.S. will spearhead end-to-end service operations to support the rapid expansion of our innovative robotic lawnmower business. This role involves building a resilient national service network, establishing high-standard quality management frameworks, and optimizing spare parts logistics to deliver exceptional customer experiences across all touchpoints. We seek a customer-centric leader with strong operational expertise to scale our service infrastructure in tandem with expanding dealership partners, retail chains, and online sales channels. 🌟

Key Responsibilities

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

Qualifications

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