Xiaomi UK
UK After-Sales Service Manager (White Goods)
London
Posted about 9 hours ago
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Key Responsibilities
- Develop and implement after-sales strategies, service policies, standard processes and performance targets in UK&IE.
- Plan, develop and manage authorised service networks, ensuring partners meet agreed quality, efficiency and compliance standards.
- Coordinate daily after-sales operations, including Appliance fitting, repair, spare parts availability and escalated customer cases.
- Monitor customer satisfaction, turnaround time, repair quality and service costs, using performance data to drive continuous improvement.
- Collaborate with local markets, internal teams and external partners to support new product launches and regional service projects.
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Your Profile
- Bachelor’s degree or equivalent qualification in Engineering, Business Administration or a related field.
- 5 years+ experience in after-sales operations or service network management, preferably within the home appliance industry.
- Good understanding of washing machines, refrigerators and air-conditioning products, including Appliance fitting and repair processes.
- Strong project management, problem-solving, data analysis and service partner management skills; experience with ERP or CRM systems is an advantage.
- Fluent English with strong communication and cross-cultural collaboration skills. Proficiency in Chinese is an advantage.
- Experience with ERP, CRM or field-service management systems.
- Valid Category B driving licence is an advantage.
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Working Conditions
- Permanent, full-time position.
- Primarily office-based, with regular travel to authorized service centers across UK&IE if needed.
- Working arrangement: Office-based.
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Skills
After-sales Strategy
Service Network Management
Project Management
Problem Solving
Data Analysis
Service Partner Management
ERP
CRM
Cross-cultural Collaboration
Customer Satisfaction Monitoring
Field Service Management
Appliance Repair Processes
Location