Head of Aftersales

Position Overview The 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 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 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.