Channel Partner Management

Position Overview

• The Channel Partner Management role is responsible for managing after-sales service operations and overall service performance of channel partners across the assigned European region.
• This position serves as a key business interface between the company and its distributors, dealers, and other channel partners, ensuring effective implementation of company service policies, processes, and standards.
• The role continuously manages partner capabilities, operational performance, service data, and key service issues, while working closely with Technical Support, Spare Parts, Logistics, Quality, Sales, and global service teams to improve partner service quality and end-customer experience.

Key Responsibilities

1. Channel Partner Management: Manage daily after-sales operations of distributors, dealers, and channel partners within the assigned region, maintain strong business relationships, and ensure effective execution of company service policies and requirements.
2. After-sales Operations Management: Coordinate and support daily after-sales activities, including repair, warranty, returns, replacements, DOA, RMA, spare parts, and logistics.
3. Warranty and RMA Management: Review and follow up on warranty, RMA, DOA, return, and replacement requests from channel partners, ensuring compliance with company policies, processes, and authorization requirements.
4. Partner Capability Development: Support and develop channel partners' local after-sales capabilities, including service processes, repair capabilities, technical training, system usage, and standardized operations.
5. Service Performance Management: Monitor key service KPIs, including turnaround time, repair quality, repeat repair rate, warranty cost, spare parts consumption, and customer satisfaction, and drive continuous improvement.
6. Escalation and Major Issue Management: Coordinate major after-sales issues, customer complaints, and escalated cases within the region. Work with relevant internal teams to identify root causes, develop solutions, and ensure timely closure.
7. Spare Parts and Service Cost Management: Coordinate channel partner spare parts requirements and inventory status, review after-sales related costs including spare parts, labor, and logistics, and support effective service cost control.
8. Operational Data Analysis: Regularly collect and analyze channel partner service data, identify operational issues and risks, and drive improvement actions based on data and performance results.
9. Service Policy and Process Implementation: Drive implementation of new service policies, service standards, repair processes, and system requirements across channel partners and monitor execution quality.
10. Cross-functional Collaboration: Work closely with Sales, Technical Support, Quality, Spare Parts, Logistics, Service Operations, and global teams to ensure timely resolution of channel partner issues.
11. Market and Partner Feedback: Collect and consolidate feedback from channel partners and end customers regarding products, service experience, and operational processes, and provide structured feedback to Product, Quality, and global teams.

Requirement:

1. Education: Bachelor's degree or above in Business Administration, Engineering, Mechanical Engineering, Electronics, Supply Chain Management, International Trade, or a related field.
2. Experience: Relevant experience in channel management, after-sales service, customer service, or regional operations. Experience in robotics, smart hardware, automotive, machinery, outdoor power equipment, or consumer electronics is preferred.
3. Channel Management Skills: Experience managing distributors, dealers, or channel partners, with the ability to independently handle daily partner operations and complex business issues.
4. After-sales Service Knowledge: Good understanding of warranty, RMA, DOA, repair, spare parts, logistics, and after-sales service processes.
5. Problem-solving Skills: Strong analytical, communication, coordination, and cross-functional collaboration skills, with the ability to independently manage customer complaints and major escalations.
6. Data and Cost Awareness: Strong data awareness and cost management mindset, with the ability to identify issues and drive improvements based on operational data and service KPIs.
7. Language Requirements:Professional working proficiency in one of the following combinations:- German + English / - French + English
8. The candidate should be able to communicate effectively with European channel partners in daily business operations.
9. Systems and Office Skills: Proficient in Microsoft Office. Experience with CRM, ERP, ticketing systems, or other after-sales service management systems is preferred.
10. Other Requirements: Strong ownership, service mindset, and teamwork skills. Comfortable working in a multicultural environment and willing to travel within Europe when required.