Segway Navimow · 1 hour ago
Bilingual Aftersales Senior Manager (English & Mandarin)
United States
Full-time
Onsite
Senior Level, Lead/Staff, Director/Executive
$115K/yr - $130K/yr
7+ years expSegway Navimow is seeking a Bilingual Aftersales Senior Manager to lead the service operations for their robotic lawnmower business in the United States. This role focuses on building a national service network and optimizing service quality to enhance customer experience across various channels.
Consumer Electronics
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
Qualification
Required
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
Proficiency in English and Chinese communication
Willingness to travel as needed to audit service providers and support channel operations
Preferred
Knowledge of U.S. regulatory compliance and retail channel operational requirements is preferred
Company
Segway Navimow
Segway is a global enterprise in the fields of intelligent short-distance transportation and service robots.
201-500 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase