Service Operations Manager

7 days ago


Kuala Lumpur, Kuala Lumpur, Malaysia Xiaomi Technology Full time

The After-Sales Region Manager plays a crucial role in overseeing after-sales service operations within the assigned region. This position involves ensuring high customer satisfaction, managing service teams, coordinating with dealers and service partners, and driving continuous improvement in after-sales service processes.

Key Responsibilities:

  1. Regional After-Sales Operations: The manager oversees and manages all after-sales service activities, including customer support, warranty services, and repairs in the designated region.
  2. Team Management: The lead trains, motivates, and develops after-sales service teams to ensure high performance and professional customer interactions.
  3. Customer Satisfaction: Ensuring excellent customer service is a top priority by addressing complaints, improving service efficiency, and maintaining high customer satisfaction scores.
  4. Dealer & Partner Coordination: Working closely with dealers, service centers, and third-party service providers ensures high-quality service delivery.
  5. Process Improvement: Identifying areas for service improvement and implementing best practices enhances efficiency and service quality.
  6. KPI Monitoring & Reporting: Tracking key performance indicators (KPIs), analyzing service data, and preparing regular reports for senior management are essential tasks.
  7. Compliance & Standards: Adhering to company policies, safety regulations, and industry service standards is mandatory.
  8. Parts & Inventory Management: Coordinating with the supply chain team ensures the availability of spare parts and minimizes service downtime.
  9. Technical Support & Training: Providing technical guidance and training to service teams and dealers enhances their capabilities.


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