- Repair Center (RC) Operations Management
- Coordinate repair network operations across FR / BE / NL / LU as the primary operational contact.
- Conduct partner audits, certification and annual performance reviews.
- Monitor and improve service KPIs: First-Time Repair Rate, TAT, Repeat Repair Rate, CSAT, Cost per Repair.
- Identify bottlenecks and drive corrective action plans with service partners.
- Localize repair manuals, technical procedures and service documentation.
- Coordinate regional spare-parts demand forecasting and inventory with internal teams.
- Ensure full compliance with service processes, quality and operational standards.
- B2B Channel & Retailer Service Relationship
- Manage day-to-day after-sales relationships with retailers and dealers across the region.
- Act as the escalation point for significant retailer/dealer service issues.
- Lead Quarterly Business Reviews (QBRs) with key channel and service partners; track actions to closure.
- Support new product launches and commercial campaigns from an after-sales readiness perspective.
- Run a structured Voice of Customer (VOC) loop across retailers, repair partners, regional teams and HQ.
- Ensure compliance with French consumer protection regulations and GDPR.
- Technical Support & Escalation
- Own L2/L3 technical escalations from dealers, retailers and service partners.
- Guarantee timely first response and resolution coordination on critical cases.
- Deliver French-language technical training and enablement to dealers and service partners.
- Investigate recurring or systematic product issues with partners and HQ technical teams.
- Provide structured field feedback to HQ R&D and follow up on potential product defects.
- Localize technical training materials, troubleshooting guides and service documentation.