General Appliance After-sales Service Manager

xiaomi technology; Philippines; Sur place; PHP 1 800 000 - 2 400 000; Plein temps

Résumé du poste

Xiaomi Technology in the Philippines is seeking a seasoned Service Operations Manager to oversee nationwide after-sales service for large home appliances, including installation, maintenance, and customer satisfaction. You will lead a cross-functional team to build a reliable service network and optimize operations across multiple regions.

The role emphasizes KPI monitoring, partner management, digital transformation, and cost-efficient process improvements.

Qualifications

• Bachelor's degree or above in business, engineering, or related fields.
• 5–8 years of service operation management experience, preferably in home appliances or consumer electronics.
• Experience managing service partners or a national network.
• Excellent project management and cross-department coordination skills.
• Data-driven thinking with solid analytical and reporting capabilities.
• Fluent in English and the local language.

Responsabilités

• Build and manage a nationwide network for installation and maintenance services.
• Develop and optimize service operation processes, SOPs, and quality standards.
• Monitor KPIs for daily services (TAT, FFR, CSAT).
• Manage performance of service partners with regular reviews, training, and incentive evaluations.
• Collaborate with logistics, spare parts, and sales to ensure a seamless customer experience from order to service completion.
• Lead the digital transformation of service operations (system integration, online tracking).
• Analyze service data to identify areas for improving efficiency and reducing costs.
• Handle major customer complaints and develop preventive mechanisms.
• Prepare service reports and support annual budgeting and strategic planning.

Connaissances

Project management

Cross-department coordination

Data-driven thinking

Analytical reporting

English proficiency

Local language proficiency

Formation

Bachelor's degree or above in business, engineering or related fields

Description du poste

Responsible for the overall service network and operation management of the large-scale home appliance after-sales service, including installation, maintenance, customer satisfaction, and the performance of service partners.

Main Responsibilities:

• Build and manage a nationwide network for refrigerator, washing machine, and air conditioner installation and maintenance services.
• Develop and optimize service operation processes, standard operating procedures (SOPs), and quality standards.
• Monitor key performance indicators (KPIs) for daily services, such as turnaround time (TAT), first repair rate (FFR), and customer satisfaction (CSAT).
• Manage the performance of service partners and conduct regular reviews, training, and incentive evaluations.
• Collaborate with the logistics, spare parts, and sales teams to ensure a seamless customer experience from order to service completion.
• Lead the digital transformation of service operations (system integration, online tracking, etc.).
• Analyze service data and identify areas for improving efficiency and reducing costs.
• Handle major customer complaints and develop preventive mechanisms.
• Prepare service reports and support annual budgeting and strategic planning.

Requirements:

• Bachelor's degree or above, majoring in business, engineering or related fields.
• 5-8 years of service operation management experience. Those with experience in the home appliance or consumer electronics industry are preferred.
• Experience in managing service partners or a national network.
• Excellent project management and cross-departmental coordination skills.
• Data-driven thinking and solid analytical and reporting capabilities.
• Fluent in both English and the local language.