Head of Aftersales

Position OverviewThe Head of Aftersales for Segway Navimow U.S. will lead the end-to-end service operations to support the rapid growth of our robotic lawnmower business in the United States. This role is responsible for building a robust national service network, establishing high-standard service quality management frameworks, and optimizing spare parts supply and logistics to ensure exceptional customer experience across all channels.The position requires a customer-centric leader with strong operational expertise to scale service infrastructure while aligning with the commercial expansion of dealership partners, retail chains, and online sales channels.Key ResponsibilitiesDefine 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.QualificationsBachelor’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.Knowledge of U.S. regulatory compliance and retail channel operational requirements is preferred.Proficiency in English and Chinese communication.Willingness to travel as needed to audit service providers and support channel operations.