Channel Service Manager (White Goods)

Xiaomi Italia; Milano; In loco; EUR 90.000 - 120.000; Tempo pieno

Descrizione del lavoro

Xiaomi Italia is seeking an experienced After-Sales Service Manager to support its home appliance business across Italy. The role focuses on developing the regional service network, improving operational performance and delivering a high-quality customer experience.

The ideal candidate has a bachelor’s degree in a related field and at least five years in after-sales operations, with strong project management and data-analysis skills. English fluency is required, Italian is a plus.

Competenze

• Bachelor’s degree in Engineering, Business Administration or related field.
• Minimum 5 years of experience in after-sales operations or service network management.
• Experience with ERP or CRM systems is an advantage.

Mansioni

• Develop regional after-sales strategies, service policies and performance targets.
• Plan and manage authorised service networks ensuring quality and compliance.
• Coordinate daily after-sales operations including installation, repair and spare parts availability.
• Monitor customer satisfaction, turnaround time, repair quality and service costs to drive improvements.
• Collaborate with local markets, internal teams and partners for new product launches and service projects.

Conoscenze

Project management

Data analysis

Service partner management

Cross-cultural collaboration

Communication

Formazione

Bachelor's degree in Engineering or Business Administration

Strumenti

ERP

CRM

Descrizione del lavoro

Location: Milan, Italy Product Scope: Washing Machines, Refrigerators and Air Conditioners

About the Role

We are looking for an experienced After-Sales Service Manager to support Xiaomi’s home appliance business across Italy Market. You will develop the regional service network, improve operational performance and ensure a consistent, high-quality customer experience.

Key Responsibilities

• Develop and implement regional after-sales strategies, service policies, standard processes and performance targets.
• Plan, develop and manage authorised service networks, ensuring partners meet agreed quality, efficiency and compliance standards.
• Coordinate daily after-sales operations, including installation, 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.

Your Profile

• Bachelor’s degree or equivalent qualification in Engineering, Business Administration or a related field.
• At least five years of 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 installation 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 Italian is an advantage.

Working Arrangements

The role is based in Italy and may require occasional travel across the country to visit service partners, customer locations and regional teams.

We welcome applications from candidates with diverse backgrounds who meet the key requirements of the role.