Job Responsibilities

1. Oversee the overall after-sales service operations in Europe, being accountable for the European after-sales service KPIs. 2. Manage local product installations, warranty issue resolutions, service provider training and certification, service provider performance management and settlements, spare parts delivery management, local hotline management, local logistics providers, warehousing services, and spare parts disposal partnerships. 3. Ensure timely service and customer satisfaction in the European market; manage VOC by collecting and analyzing customer feedback from various channels and platforms, transforming it into optimization demands for products and services. 4. Conduct final technical reviews and publish all publicly accessible service documents, training materials, and guidance videos in the local market. 5. Collect and compare service levels of competitor products in the local market, perform SWOT analysis to identify key shortcomings, and drive internal optimizations. 6. Organize and output DFS (Design for Serviceability) requirements for products in the European market, including installability, maintainability, repairability, and replaceability, while driving improvements in product DFS. 7. Support the development of paid service opportunities and solutions in the European local market.

Job Requirements

1. Bachelor's degree or higher in Electrical, Electronics, New Energy, or related fields. 2. Over 5 years of after-sales service experience in the new energy or energy storage industry, with prior experience in customer service for home energy storage products preferred. 3. Proficiency in English, with German as a working language.

Required Languages

German, English