Home Appliances Service Network Executive (1 Year Contract)

Xiaomi Technology; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Job summary

Xiaomi Technology Malaysia is seeking a Regional After-Sales Operations Manager to oversee service activities, warranty services, and repairs across the region. You will lead and develop service teams, drive continuous improvements, and report on KPIs to senior management.

Role requires at least 2 years in after-sales service management, strong leadership, and excellent communication. Travel may be required to support dealers and service partners, with a focus on maintaining high customer

Qualifications

• Bachelor's degree in Business Administration, Engineering, or related field.
• Minimum of 2 years of experience in after-sales service management.
• Strong leadership and team management skills; excellent problem-solving abilities.

Responsibilities

• Oversee after-sales service activities, warranty services, and repairs in the designated region.
• Lead, train, and motivate after-sales service teams; ensure high performance and professional customer interactions.
• Ensure excellent customer service by addressing complaints and improving service efficiency.
• Identify areas for service improvement and implement best practices to enhance efficiency and quality.
• Track KPIs, analyze service data, and prepare regular reports for senior management.
• Ensure adherence to company policies, safety regulations, and industry service standards.

Skills

Leadership

Team management

Customer service

Problem solving

Communication

Negotiation

Data analysis

Warranty policies

Travel flexibility

Languages

Education

Bachelor's degree in Business Administration/Engineering

Job description

This role involves ensuring high customer satisfaction, managing service teams, coordinating with dealers and service partners, and driving continuous improvement in after-sales service processes.

• Regional After-Sales Operations: Oversee and manage all after-sales service activities, including customer support, warranty services, and repairs in the designated region.
• Team Management: Lead, train, and motivate after-sales service teams, ensuring high performance and professional customer interactions.
• Customer Satisfaction: Ensure excellent customer service by addressing complaints, improving service efficiency, and maintaining high customer satisfaction scores.
• Process Improvement: Identify areas for service improvement and implement best practices to enhance efficiency and service quality.
• KPI Monitoring & Reporting: Track key performance indicators (KPIs), analyze service data, and prepare regular reports for senior management.
• Compliance & Standards: Ensure adherence to company policies, safety regulations, and industry service standards.

Job Requirements:

• Education: Bachelor's degree in Business Administration, Engineering, or a related field.
• Experience: Minimum of 2 years of experience in after-sales service management, preferably in the automotive, electronics, or consumer goods industry.
• Skills: Strong leadership and team management skills, Excellent problem-solving and decision-making abilities, Strong customer service orientation, Good communication and negotiation skills, Ability to analyse data and drive performance improvements, Familiarity with service operations, warranty policies.
• Language: Proficiency in English, Chinese and Bahasa Malaysia is an advantage.
• Travel Requirement: Willingness to travel when required.