France Channel Service Manager

Xiaomi France; Paris; On-site; EUR 55,000 - 85,000; Full time

Job summary

Xiaomi France seeks an experienced Aftersales Operations Manager to shape and execute service strategies across the country. You will lead the authorized service network, ensure coverage in Île-de-France and beyond, and align actions with business goals.

You will monitor KPIs, audits, and audits, handle complex escalations, and drive improvements in customer experience by collaborating with customer service, logistics, and parts teams.

Qualifications

• Bachelor's degree or equivalent in Engineering, Business Management or a related field.
• At least five years of experience in aftersales operations or service network management.
• Experience managing authorized repair centers or third-party service providers in France or another European market.
• Knowledge of appliances such as washing machines, refrigerators and air-conditioning products; strong analytical, negotiation and stakeholder management skills.
• Experience with ERP, CRM or field-service management systems.
• Fluent French and professional working proficiency in English.

Responsibilities

• Develop and implement aftersales strategies aligned with business objectives.
• Develop and manage the authorized service network across France, ensuring sufficient coverage and capacity.
• Monitor service partners against KPIs and SLAs, including turnaround time, first-time fix rate, repeat repair rate, customer satisfaction and repair costs.
• Conduct performance reviews and service center audits and follow up on corrective actions.
• Coordinate with customer service, technical support, spare-parts and logistics teams to ensure timely case resolution.
• Manage complex customer escalations and recurring service issues.
• Analyze aftersales data and implement improvements to service quality, network efficiency and customer experience.
• Prepare regular performance reports and present recommendations to management.

Skills

Aftersales operations

Service network management

KPI monitoring & reporting

Stakeholder management

Negotiation

Education

Bachelor's degree in Engineering or Business Management or related field

Tools

ERP systems

CRM systems

Field-service management software

Job description

• Develop and implement aftersales strategies aligned with business objectives.
• Develop and manage the authorized service network across France, ensuring sufficient coverage and capacity.
• Monitor service partners against agreed KPIs and SLAs, including turnaround time, first-time fix rate, repeat repair rate, customer satisfaction and repair costs.
• Conduct performance reviews and service center audits and follow up on corrective actions.
• Coordinate with customer service, technical support, spare-parts and logistics teams to ensure timely case resolution.
• Manage complex customer escalations and recurring service issues.
• Analyze aftersales data and implement improvements to service quality, network efficiency and customer experience.
• Prepare regular performance reports and present recommendations to management.

Requirements

• Bachelor degree or equivalent in Engineering, Business Management or a related field.
• At least five years of experience in aftersales operations or service network management, preferably in the white goods or consumer electronics industry.
• Experience managing authorized repair centers or third-party service providers in France or another European market.
• Knowledge of washing machines, refrigerators and air-conditioning products. Strong analytical, negotiation and stakeholder management skills.
• Experience with ERP, CRM or field-service management systems.
• Fluent French and professional working proficiency in English.