Aftersales Business Channel Specialist

Xiaomi Technology; Taguig; On-site; PHP 450,000 - 700,000; Full time

Job summary

Xiaomi Technology Philippines is seeking a capable professional to lead aftersales service operations in Metro Manila. You will develop service channels, expand the partner network, and manage service contracts to ensure top-level performance.

The role requires 1–3 years in related fields, strong negotiation and analytics skills, and fluency in English. Mandarin is a plus. Fresh graduates are welcome to apply, with opportunities to train and grow within a fast-paced, multicultural environment.

Qualifications

• Bachelor's degree in Engineering, Business, or related field.
• 1–3 years of experience in aftersales service operations or partner management; fresh graduates welcome.
• Strong understanding of aftersales service operations and performance management.
• Excellent negotiation, analytical and stakeholder-management skills.
• Proficiency in Microsoft Office; LMS experience is an advantage.
• Fluent in English; Mandarin proficiency is an advantage.

Responsibilities

• Develop and implement service channel strategies to support aftersales service objectives.
• Establish and optimize network of authorized service centers, installation partners, and third-party providers.
• Manage relationships with third-party service providers, including contracts, KPIs, and SLAs.
• Monitor and analyze service performance metrics (NSS, TAT, FTFR, on-time installation, repair cycle, repeat repairs, CSAT).
• Organize technical and service training programs for partners and technicians; oversee contracts and settlements.
• Collaborate with Quality, Supply Chain, Customer Service, and Sales to improve service performance and customer experience.
• Ensure service partners comply with company policies, service standards, and quality requirements.

Skills

Service operations

Partner management

Negotiation

Analytics

Stakeholder management

Microsoft Office

Learning Management Systems (LMS)

English proficiency

Mandarin proficiency (adv)

Education

Bachelor's degree in Engineering, Business, or related field

Tools

Microsoft Office

Learning Management Systems (LMS)

Job description

• Develop and implement service channel strategies to support the company's aftersales service objectives.
• Establish, expand, and optimize the network of authorized service centers, installation partners, and third-party service providers.
• Manage relationships with third-party service providers, including negotiating service contracts, key performance indicators (KPIs), and service level agreements (SLAs).
• Monitor and analyze service performance metrics, including Net Service Score (NSS), Turnaround Time (TAT), First-Time Fix Rate (FTFR), on-time installation rate, repair cycle time, repeat repair rate, and customer satisfaction.
• Organize technical and service training programs for partners and technicians, and oversee commercial contracts and settlement processes.
• Collaborate with Quality, Supply Chain, Customer Service, and Sales teams to improve service performance and enhance the overall customer experience.
• Ensure service partners comply with company policies, service standards, and quality requirements.

Qualifications

• Bachelor's degree or higher in Engineering, Business, or a related field.
• Preferably has 1-3 years of experience in aftersales service operations, service channel management, or partner management within the home appliance industry. Fresh Graduates are welcome to apply as well.
• Strong understanding of aftersales service operations and service performance management.
• Excellent negotiation, analytical, and stakeholder management skills.
• Proficiency in Microsoft Office; experience with Learning Management Systems (LMS) is an advantage.
• Fluent in English, with strong written and verbal communication skills; Mandarin proficiency is an advantage.
• Ability to work effectively in a fast-paced, multicultural environment.