Key Skills

Job Description

Service Manager – Netherlands (Hybrid) 📍 Hoofddorp (Amsterdam), Netherlands ✨Hybrid (3 days office / 2 days remote) About Midea Group Midea Group is a Global Fortune 500 company and the world's leading manufacturer of home appliances. Committed to bringing great innovations to life, Midea Group goes beyond smart home appliances and comprises seven business segments: Smart Home, Industrial Technology, Building Technology, KUKA (Robotics and Automation), New Energy, Midea Healthcare, and ANNTO Logistics. - €59.5 Billion Total Revenue in 2025 (+12% YoY) - €5.7 Billion Net Profit in 2025 (+14% YoY) - Global Fortune 500 #231 in 2026 - Forbes Global 2000 #190 in 2026 🌐 Learn more: https://www.midea.com About the Role We are seeking an experienced and customer-focused Service Manager to lead and develop after-sales service operations across the Netherlands. The successful candidate will be responsible for managing service performance, customer satisfaction, service partners, warranty operations, and continuous improvement initiatives to ensure a high-quality customer experience. This is a brand-new role — ideal for someone who wants to shape processes, make an impact, and grow with the business. You will work closely with the Sales team, third-party service partners, and China HQ to deliver an excellent customer experience. Key Responsibilities 1. Service Operations Management Manage the day-to-day after-sales service activities across the Netherlands. Ensure service requests, repairs, installations, and technical support activities are delivered efficiently and in accordance with company standards. Monitor service performance and ensure customer issues are resolved within agreed service levels. Develop and implement service procedures, processes, and operational controls. 2. Service Partner & Contractor Management Manage relationships with third-party service providers, repair centres, and installation partners. Conduct regular performance reviews with service partners. Monitor service quality, repair turnaround times, and customer satisfaction levels. Ensure service partners comply with contractual obligations and Service Level Agreements (SLAs). Identify opportunities for service network improvement and expansion. 3. Customer Satisfaction Management Drive initiatives to improve customer satisfaction and service experience. Handle escalated customer complaints and ensure timely resolution. Analyse customer feedback and service performance data to identify improvement opportunities. Implement corrective actions to address recurring service issues. 4. Warranty & Quality Management Oversee warranty claim processes and ensure accurate claim validation. Monitor warranty costs and identify opportunities to reduce service-related expenses. Work closely with Quality, Product, and Technical teams to address product-related issues. Provide feedback to headquarters regarding recurring product quality concerns. 5. Service Performance Monitoring & Reporting Track and analyse key service KPIs. Prepare weekly, monthly, and quarterly service performance reports. Present service performance updates and recommendations to management. 6. Continuous Improvement Lead service improvement and operational excellence initiatives. Identify opportunities to improve efficiency, reduce costs, and enhance customer satisfaction. Support digitalisation and process optimisation projects within the service function. Implement best practices across the service network. 7. Cross-Functional Collaboration Work closely with Sales, Supply Chain, Technical Support, Quality, Finance, and China Headquarters. Support product launches and service readiness activities. Provide service expertise and operational insights to support business objectives. Ensure effective communication across all stakeholders. What We're Looking For Education Bachelor's degree in Business Administration, Engineering, Operations Management, or a related discipline. Experience Minimum 5 years' experience in after-sales service, customer service, technical service, or service operations management. Experience managing service providers, contractors, or service networks. Experience in consumer electronics, home appliances, HVAC, or related industries is preferred. Languages Fluent Dutch (written and spoken). Fluent English (written and spoken). Chinese language capability is an advantage. What We Offer - Competitive salary: €65,000 - €85,000 (depending on experience) + 20% variable bonus - Benefits: Meal allowance €2400/year + Internet allowance €360/year - Hybrid working model (3 days office / 2 days home) - A brand-new role with real ownership and growth potential - Be part of a Fortune Global 500 company expanding in the Netherlands - International team and career development opportunities How to Apply Interested candidates are invited to apply directly via LinkedIn. We will review applications on a rolling basis. Equal Opportunity Statement Midea Group is an equal opportunity employer. We are committed to building a diverse and inclusive workplace and welcome applications from all qualified candidates regardless of race, color, religion, gender, gender identity, sexual orientation, national origin, age, disability, or any other characteristic protected by applicable law.

Core Responsibilities

Lead after-sales service operations across the Netherlands, managing service partners, customer escalations, warranty processes, service quality, and performance against service levels. Analyze service KPIs and customer feedback, report results to management, and drive operational improvements in collaboration with internal teams and China headquarters.

Requirements

Candidates need a bachelor's degree in business administration, engineering, operations management, or a related discipline, and at least five years of relevant service or operations experience. Experience managing service providers or service networks is required; consumer electronics, home appliances, or HVAC experience is preferred, along with fluent Dutch and English, while Chinese is an advantage.

Benefits

• Variable Bonus
• Meal Allowance
• Internet Allowance
• Hybrid Working
• Career Development Opportunities