*About Segway Inc.
*
Segway, an iconic American household name since 1999, is a leading innovator in the micro-transportation industry.
Specializing in a diverse range of products such as scooters, e-bikes, and self-balancing vehicles, Segway is committed to revolutionizing urban mobility through cutting-edge technology and exceptional design.
*About the Role:*
We are seeking a dynamic and results-driven Director of Aftersales/Customers Service to join our team.
The Director of Aftersales/Customer Service will guide Customer Care, a team composed of several pivotal components within the organization: Call Center, Product Review Response & Resolution, Parts Management, Technical Service Resolution, Service Dealer Network, & Refurbished Management.
You will be responsible for customer support, issue resolution and the service experience.
You will create the strategy & build the infrastructure to ensure Segway remains in its continuous path as industry leaders with an exceptional customer experience.
*Primary Responsibilities:*
* Responsible for aftersales service team and talent development
* Responsible for aftersales service work plan, standards, systems, procedures development and management
* Responsible for aftersales customer satisfaction and customer loyalty research analysis, and improvement and etc.
* Responsible for aftersales operation management, mainly focus on service capacity building, service standard formulation, service process construction, and service order closed-loop
* Responsible for aftersales installation/maintenance service standards, service network technical training/technical support promotion
* Responsible for aftersales parts management, parts planning, parts adjustment, warranty parts recycling, value added product promotion and etc.
* Responsible for the construction, operation and management of regional aftersales service center
* Responsible for aftersales service system construction
* Analyze and report project progress by pro-actively communicating status to Leadership
* Analyze risks and opportunities
* Proactively develop solutions to day-2-day problems and have a drive to learn and collaborate with others
* Perform additional tasks as instructed
*
*Qualifications:*
* Bachelor of Science
* 10+ years exp, 5+ years exp in aftersales operation and management
* 3+ years of exp in overseas aftersales team management
* Strong organizational and analytical skills
* Strong team player, diplomatically collaborative work with diverse team
* Excellent crisis management ability and communication skills
* Strong leadership skill
* Bilingual Mandarin preferred
Job Type: Full-time
Pay: $150,000.
00 - $200,000.
00 per year
Benefits:
* 401(k)
* 401(k) matching
* Dental insurance
* Health insurance
* Paid time off
* Vision insurance
Experience level:
* 10 years
* 11+ years
* 5 years
* 6 years
* 7 years
* 8 years
* 9 years
Shift:
* 8 hour shift
Weekly day range:
* Monday to Friday
Work setting:
* In-person
Language:
* Mandarin (Preferred)
Work Location: In person
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