Channel Service Manager (White Goods)

Xiaomi Technology; Milano; On-site; EUR 65,000 - 90,000; Full time

Job summary

Xiaomi Technology is seeking an experienced After-Sales Service Manager to lead and expand the regional service network for Italy, improving operations and delivering a consistent, high-quality customer experience. The role focuses on developing service policies, coordinating networks, monitoring KPIs, and supporting new product launches with cross-functional teams.

Based in Italy with occasional travel, the role offers a local salary aligned with benchmarks and a dynamic, growth-oriented

Qualifications

• Bachelor’s degree in Engineering, Business Administration or related field.
• 5+ years in after-sales operations or service network management.
• Knowledge of washing machines, refrigerators and air-conditioning products; installation/repair processes.
• Fluent English; Italian language is an advantage.

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 quality and compliance standards.
• Coordinate daily after-sales operations, including installation, repair, parts availability and escalated customer cases.
• Monitor customer satisfaction, turnaround time, repair quality and service costs to drive continuous improvement.
• Collaborate with local markets, internal teams and external partners for new product launches and regional service projects.

Skills

Project management

Data analysis

Problem-solving

Service partner management

Fluent English

Cross-cultural collaboration

Italian language (adv)

Education

Bachelor’s degree in Engineering, Business Administration or related field

Tools

ERP systems

CRM systems

Job description

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.

Compensation: This is a local hire role. The gross annual salary is aligned with local market benchmark. Final offer will be determined based on candidate’s experience and competencies.