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Product Scope: Washing Machines, Refrigerators and Air Conditioners
About the Role
We are looking for an experienced After-Sales Service Manager to support Xiaomi’s home appliance business across Italy Market. You will develop the regional service network, improve operational performance and ensure a consistent, high-quality customer experience.
Key Responsibilities
- Develop and implement regional after-sales strategies, service policies, standard processes and performance targets.
- Plan, develop and manage authorised service networks, ensuring partners meet agreed quality, efficiency and compliance standards.
- Coordinate daily after-sales operations, including installation, repair, spare parts availability and escalated customer cases.
- Monitor customer satisfaction, turnaround time, repair quality and service costs, using performance data to drive continuous improvement.
- Collaborate with local markets, internal teams and external partners to support new product launches and regional service projects.
Your Profile
- Bachelor’s degree or equivalent qualification in Engineering, Business Administration or a related field.
- At least five years of experience in after-sales operations or service network management, preferably within the home appliance industry.
- Good understanding of washing machines, refrigerators and air-conditioning products, including installation and repair processes.
- Strong project management, problem-solving, data analysis and service partner management skills; experience with ERP or CRM systems is an advantage.
- Fluent English with strong communication and cross-cultural collaboration skills. Proficiency in Italian is an advantage.
Working Arrangements
The role is based in Italy and may require occasional travel across the country to visit service partners, cus
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