Service Center Supervisor (1 Year Contract)

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

Be fully responsible for the daily operation of the service center and ensure the after-sales experience. Lead the team to complete the maintenance indicators, optimize the service process and manage the store assets and personnel.

Job Responsibilities

Operation Management

• Supervise daily operations, including business hours, staff scheduling, equipment maintenance, and ensure the normal operation of the service center.
• Analyze operational data and adjust operational strategies based on maintenance time, satisfaction, and after-sales data.

Team Management

• Develop recruitment plans based on business needs and screen front desk staff, after-sales maintenance engineers and other personnel.
• Organize employee training, including onboarding, product knowledge, communication skills, and after-sales standard training to enhance team capabilities.
• Evaluate employee performance and provide feedback, pay attention to employee career development, and create a positive team atmosphere.
• Establish and improve the after-sales service system, formulate after-sales processes and standards, and ensure efficient and high-quality services.
• Manage the after-sales maintenance team, arrange tasks reasonably, supervise progress and quality, and reduce the complaint rate.
• Manage after-sales accessories to ensure sufficient inventory.

Job Requirements

• Educational background: SPM, diploma, bachelor degree or above, after-sales major is preferred.
• More than 2 years of after-sales management experience is preferred. Familiar with the smartphone or AIOT products and consumer habits.
• Excellent team management ability, able to motivate, train and develop members.
• Excellent sales management ability, familiar with sales processes and techniques.
• Strong communication and coordination skills, able to cooperate well with internal and external parties.
• Possess data analysis ability, proficient in using Excel to analyze operational data.
• Good problem-solving ability, able to deal with operational problems in a timely manner.
• Possess financial management knowledge, able to prepare and control budgets.

Working Conditions

• Working hours: 8 hours, 5 days a week, may need to work on weekends and holidays.