Dealer Support Supervisor

Job Summary:

The Dealer Support Supervisor is responsible for leading dealer support operations and driving operational excellence across pre-sales and transactional activities. This role designs and implements dealer enablement frameworks, including onboarding, training, and capability development, to improve dealer performance and self-sufficiency. The position partners cross-functionally with Sales, Finance, Logistics, and IT to optimize dealer experience, standardize processes, and enhance overall sales operations effectiveness.

General Duties and Responsibilities:

• Own dealer support operations across pre-sales and transactional activities, ensuring efficient execution and high-quality dealer experience.
• Lead the design, implementation, and continuous improvement of the dealer enablement framework, including onboarding, training, and capability development programs.
• Develop and deliver structured dealer training programs covering onboarding, systems, sales processes, and operational workflows.
• Create and maintain scalable training materials, playbooks, and knowledge base resources to support dealer growth and operational independence.
• Standardize and maintain standard operating procedures (SOPs) for dealer sales operations to ensure consistency, clarity, and scalability.
• Analyze dealer performance, behaviors, and feedback to identify capability gaps and develop targeted enablement initiatives.
• Partner with Sales, Finance, Logistics, and IT teams to optimize dealer-facing processes and improve front-end operational workflows.
• Drive continuous improvement initiatives to enhance dealer experience, operational efficiency, and sales effectiveness.
• Serve as the escalation owner for complex or critical sales-related issues, ensuring resolution and implementation of long-term solutions.
• Monitor key performance indicators related to dealer operations and enablement, providing insights and recommendations to leadership.
• Ensure compliance with company policies, operational standards, and governance requirements across dealer operations.
• Perform other duties as assigned.

Responsibilities:

• This job has supervisory responsibilities
• Provide leadership and direction to team members supporting dealer enablement and sales operations activities.
• Oversee training delivery, process adherence, and operational performance across dealer support functions.
• Support hiring, onboarding, and development of team members to enhance team capability and performance.
• Lead cross-functional projects, coordinating resources, timelines, and deliverables to ensure successful execution.
• Provide guidance and subject matter expertise to team members, supporting decision-making and problem-solving.
• Oversee assigned accounts, programs, or operational areas, ensuring performance standards and client expectations are met.
• Collaborate with internal stakeholders to align priorities, drive initiatives, and resolve operational challenges.
• Monitor workflow and provide direction to ensure tasks are completed accurately and efficiently, without direct authority over personnel actions.
• Support training and onboarding efforts by sharing knowledge, best practices, and process guidance.
• Act as a point of escalation for issues within assigned projects or functional areas.
• Supervise and manage the employees of the operations team
• Supervise the performance of each service business line/team based on goals and the effectiveness of service improvement projects.
• Coach and develop team members to improve service performance and operational efficiency.
• Responsibilities include setting service goals, outputting service reports, interviewing, recruiting, and training employees, handling complaints, and resolving issues.

Qualifications:

• Bachelor’s degree in Business Administration, Sales, Operations Management, or a related field preferred, or equivalent work experience in sales operations, dealer management, or enablement programs.
• Minimum 4 years of relevant experience in sales operations, dealer network management, or training and enablement, preferably in eMobility, consumer electronics, or powersports.
• Experience designing and delivering training programs and enablement frameworks.
• Strong understanding of sales operations processes, dealer lifecycle management, and customer experience.
• Experience developing SOPs, playbooks, and operational documentation.
• Proven ability to analyze performance data and translate insights into actionable improvements.
• Familiarity with CRM systems, Dealer Portal, or similar operational tools
• Experience working cross-functionally with sales, finance, logistics, and IT teams.
• Strong project management, organizational, and leadership skills.
• Excellent communication and stakeholder management capabilities.
• Ability to manage multiple priorities in a fast-paced environment.
• Experience in dealer or channel-based business models, with familiarity in B2B distribution environments
• Experience in dealer enablement, including training programs, onboarding frameworks, or SOP/process development
• Experience in the bike/e-bike industry or ability to speak Mandarin is a plus
• Strategic thinker with a high degree of ownership, execution capability, and a results-oriented approach.
• Experience working in a multinational company within an international team is a plus.
• Bilingual in English and Mandarin is a plus.

Physical Demands:

This role operates in a professional office environment and may require occasional travel to dealer locations or training sites. The position involves extended periods of sitting, working on a computer, and delivering training sessions. The ability to use standard office equipment is required. The employee must often lift and/or move up to 10 pounds and occasionally lift and/or move up to 50 pounds. Specific vision abilities required for this job include close vision, color vision, and the ability to adjust focus.

EEO Statement:

Segway Inc. is committed to providing Equal Opportunity in Employment to all applicants and employees regardless of race, color, religion, gender, age, national origin, military status, veteran status, handicap, physical or mental disability, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.