Operations Manager

About the Role: As Operations Manager - After Sales (Europe), you will be responsible for the end-to-end operational performance of Durapower's European aftersales organization supporting high-voltage lithium-ion battery systems across commercial vehicles, marine, industrial mobility and energy storage applications. You will lead a multidisciplinary team spanning technical support, workshop and field service, quality and aftersales coordination, while ensuring safe, timely and high-quality service to our customers. The role combines people leadership, customer management, operational excellence, technical service governance, budget discipline and cross-functional coordination with our global engineering, manufacturing, quality and supply chain teams.

Key Responsibilities

Lead the day-to-day and medium-term planning and execution of European aftersales operations, including remote support, field service, workshop repair, battery swaps, maintenance, refurbishment and warranty and non-warranty activities.

• Lead, coach and develop a multidisciplinary aftersales team of engineers, service technicians, quality and service coordination professionals; set clear priorities, responsibilities and development plans.
• Own service delivery performance and capacity planning, ensuring the right skills, people, parts, tools and logistics are available to meet customer commitments and agreed Service Level Agreements (SLAs).
• Act as the senior operational escalation point for key customers and partners, ensuring structured communication, effective issue resolution and professional service reviews.
• Develop, implement and continuously improve SLAs, maintenance agreements, warranty frameworks, service processes and related commercial conditions together with relevant internal stakeholders.
• Ensure robust warranty and service case governance from intake through investigation, repair or field action, reporting, customer feedback and final closure, with complete evidence and traceability.
• Ensure all workshop and field activities are executed safely and in accordance with applicable high-voltage, lithium-ion battery, environmental and workplace requirements; maintain controlled procedures, work instructions and competency standards.
• Drive root cause, corrective and preventive action feedback loops with Quality, Engineering, Development and Manufacturing to prevent recurrence and improve product and service quality.
• Coordinate closely with Supply Chain and logistics to maintain appropriate spare-parts availability, service tools, exchange or swap assets and service inventory for European operations.
• Own and improve the end-to-end service workflow, data quality and digital tools used for case management, planning, time and material capture, inventory, reporting and quotation/invoice readiness.
• Define, monitor and improve operational KPIs such as response time, SLA compliance, repair cycle time, backlog, first-time fix, utilization, repeat incidents, service cost, margin and customer satisfaction.
• Prepare and manage the annual departmental budget and capacity plan; monitor OPEX, CAPEX, service costs and revenue performance and support transparent job costing and service profitability.
• Drive continuous improvement, standardization and scalable ways of working across European aftersales, using data and structured problem solving to remove waste and improve responsiveness.
• Support the development of the European aftersales service portfolio, including spare parts, paid repairs, field and remote support, maintenance/service contracts, training and refurbishment services.
• Represent European aftersales in cross-functional and international initiatives and work effectively with colleagues and customers across Europe and Asia; travel as required.

Qualifications

Bachelor's or Master's degree in Engineering, Operations Management, Business, or a comparable technical field; equivalent relevant experience may also be considered.

• Minimum 8 years of relevant experience in aftersales, service operations, technical operations, maintenance or a comparable industrial environment, including several years in a people-leadership role.
• Proven experience leading workshop and/or field-service operations for complex technical products; experience in high-tech, automotive, commercial vehicles, electrification, energy storage or similar industries is strongly preferred.
• Sound technical understanding of electrical and electronic systems. Experience with high-voltage systems, lithium-ion batteries or battery energy storage systems is a strong advantage, but not a requirement for an otherwise strong service leader.
• Strong customer-facing experience, including management of escalations, warranty topics, SLAs, service contracts and operational commitments.
• Demonstrated ability to manage operational KPIs, budgets, capacity, costs and service economics and to translate data into clear priorities and actions.
• Strong knowledge of continuous improvement, root-cause problem solving, quality management and safe working practices in a technical service environment.
• Experience with ERP, service-management, ticketing, planning or inventory systems and an interest in further digitizing and professionalizing service operations.
• Strong leadership and coaching skills, with a structured and pragmatic approach and the ability to create clarity, accountability, trust and development within a team.
• Excellent communication and stakeholder-management skills, with the ability to work effectively across technical, commercial and cultural boundaries.
• Fluent English is required. Dutch and/or Mandarin language skills are an advantage.
• Ability to use AI tools to support statistical and engineering analysis, data interpretation, reporting and operational decision-making.
• Willingness to travel within Europe and, occasionally, to other Durapower locations in Asia and North America.

What We Offer

• A key leadership role with real influence on the development of Durapower's European aftersales organization.
• The opportunity to shape service processes, systems, customer experience and future aftersales capabilities in a growing battery-technology business.
• A dynamic and international working environment with close interaction across engineering, quality, manufacturing, supply chain and commercial teams.
• High degree of ownership and autonomy, with opportunities for professional development and career growth.
• Competitive salary and benefits package and a collaborative, supportive team culture.

Salaris: €7.000,00 - €8.500,00 per maand

Arbeidsvoorwaarden:

• Pensioen
• Reiskostenvergoeding
• Telefoonplan

Werklocatie: Fysiek