Purpose of role

• In line with our mission to be the most loved personal foil craft brand in the world, the Technical Aftersales Associate EMEA helps develop loyal, high performing dealers who value our partnership through strong aftersales support and business management
• Work with the regional team to identify and remove obstacles to our dealer's success with Fliteboard and ensure a frictionless ownership experience for end-users.
• Rolling out initiatives that support and grow the dealer business with us and enable them to deliver a better end-user aftersales experience with a clear focus on issue resolution and prevention.
• Scope: Approximately 80% B2B dealer / channel aftersales support and 20% D2C aftersales support, leveraging the dealer network and regional service center network to maximize in-market support.
• Scope: Approximately 70% of your time will be spent looking after assigned dealers and 30% of your time will be spent in the technical space together with the Technical After Sales Manager. This can be adjusted as needed.

Key Accountabilities

• Working with the Senior Operations Manager EMEA and Technical Aftersales Manager to develop and roll out our dealer success strategy that delivers value for our dealers and nurtures loyal and supportive relationships.
• Meet quarterly and annual goals as part of EMEA Aftersales Team. (OKR's, KPI's and Customer Experience and Service Targets)
• Working closely with the Technical Aftersales Manager you will be providing technical training to both internal and external stakeholders (in-person and/or on location and online)
• Performing technical and service-related tasks such as but not limited to servicing equipment, performing repairs, ensuring equipment readiness for events and campaigns as required, in a 32 to 8 hours split between main responsibilities. The split can be adjusted as needed to meet established goals.
• Act as the primary aftersales point of contact for assigned dealers, fostering strong trust-based relationships and being their first line of support for customer issues and opportunities.
• Drive dealer-led resolution to ensure 95% of end user cases are resolved via the dealer and regional service center network without central EMEA Aftersales intervention.
• Provide prioritized support to key dealers, ensuring resolution or structured escalation within one business day for critical issues.
• Ensure full adoption and compliance of aftersales processes including warranty, ticketing, customer communication and use of Flite systems and tools.
• Drive dealer and regional service center on-boarding, certification and re-certification programs, including timelines and annual compliance based on tier with a focus on equipping them with the right training, tools and access to Flite systems.
• Champion adoption and effective use of Flite aftersales systems and tools (e.g. ticketing, knowledge base, warranty portals) across dealer and regional service center networks to improve first-time resolution and prevention.
• Oversee dealer spare-parts readiness, ensuring appropriate inventory levels and alignment with our decentralized service resolution model to enable fast local support.
• Manage, approve and monitor warranty cost performance and knowledge gaps, identifying and addressing outliers through targeted coaching, process changes or training.
• Support local end-users in Dutch market and other assigned DTC channels in alignment with the dealer-led aftersales model, coordinating smooth handovers and ensuring a consistent experience.
• Providing regular service training to local team members and dealers as needed
• Perform regular service and repair operations as required for internal and external stakeholders
• Support with any other tasks and duties in collaboration with the Technical Aftersales Manager
• Support marketing and events related projects in a technical capacity as required.
• Sharing the vision of the business and putting the dealer at the cente