Service Center Manager: Operations & Team Leadership

Xiaomi Technology; Kuala Lumpur; On-site; MYR 67,000 - 112,000; Full time

Job summary

Xiaomi Technology in Kuala Lumpur is seeking an experienced After-Sales Operations Manager to lead daily service center operations and optimize after-sales processes. You will manage staff, assets, and service quality to ensure a high-standard customer experience.

The role requires 2+ years in after-sales management, strong team leadership, data analysis with Excel, and effective coordination with internal and external partners.

Qualifications

• SPM, Diploma, or Bachelor degree or above in related field; after-sales major preferred.
• 2+ years of after-sales management experience preferred.
• Familiar with smartphone or AIOT products and consumer habits.
• Excellent team management, training and development abilities.
• Excellent sales management ability and knowledge of sales processes.
• Strong communication and coordination skills; able to liaise with internal and external parties.
• Proficient in Excel for data analysis of operational metrics.
• Good problem-solving ability to address operational issues promptly.
• Knowledge of budgeting and financial management.

Responsibilities

• Oversee daily service center operations including business hours and staff scheduling.
• Lead the team to meet maintenance indicators, optimize service processes and manage assets and personnel.
• Analyze operational data and adjust strategies based on maintenance time, satisfaction, and after-sales data.
• Develop recruitment plans and screen front desk staff and maintenance engineers.
• Organize training on onboarding, product knowledge, communication, and after-sales standards.
• Evaluate performance and foster a positive team atmosphere; provide feedback.

Skills

Team management

Communication skills

Problem solving

Sales management

Financial management

Education

SPM

Diploma

Bachelor degree or above

Tools

Excel

Job description

Xiaomi Technology in Kuala Lumpur is seeking an experienced After-Sales Operations Manager to lead daily service center operations and optimize after-sales processes. You will manage staff, assets, and service quality to ensure a high-standard customer experience.

The role requires 2+ years in after-sales management, strong team leadership, data analysis with Excel, and effective coordination with internal and external partners.