Superviseur principal du service après-vente/Senior After-sales Service Supervisor

About the Role

We are looking for a
Senior After-sales Service Supervisor
to develop Xiaomi's after-sales service ecosystem across France. This role is responsible for building a high-quality, scalable, and customer-centric service network that supports Xiaomi's rapid growth in smartphones and AIoT products.

You will manage service partners, optimize service coverage, improve customer satisfaction, and drive operational excellence through data, processes, and digital tools.

Key Responsibilities

1. Service Channel Strategy & Deployment

• Design and continuously optimize the
  nationwide service network layout
  across France.
• Evaluate existing service coverage, capacity, and performance, and identify service gaps.
• Onboard, develop, and manage service partners to ensure
  fast, convenient, and reliable service access
  for customers.
• Ensure service capacity aligns with business growth and product expansion.

2. Service Quality Monitoring

• Establish and maintain
  service standards, operational guidelines, and performance metrics
  .
• Conduct regular audits, inspections, and performance reviews of service centers.
• Identify service quality issues and implement corrective actions to ensure consistent service excellence.

3. Customer Satisfaction Management

• Collect, analyze, and interpret
  customer feedback, satisfaction surveys, and complaint data
  .
• Identify root causes of customer pain points and drive continuous improvement plans.
• Lead initiatives to enhance overall
  customer experience, loyalty, and brand perception
  .

4. Process Design & Optimization

• Design and optimize
  end-to-end service processes
  to reduce turnaround time, cost, and operational risks.
• Standardize best practices across service partners to improve efficiency, transparency, and consistency.
• Support continuous improvement through process re-engineering and performance tracking.

5. Service Systems & Tools Support

• Support the rollout and optimization of
  CRM, service platforms, and field service management systems
  .
• Train service partners and internal teams on system usage, reporting, and compliance.
• Improve data visibility, case tracking, and operational control through digital tools.

6. Performance & KPI Management

• Define and track
  KPIs
  such as repair turnaround time, first-time fix rate, customer satisfaction, and cost efficiency.
• Monitor partner performance through dashboards and regular business reviews.
• Drive continuous improvement through
  performance-based incentives, penalties, and corrective action plans
  .

Requirements

• Bachelor's degree or above in Business, Engineering, Operations, or a related field.
• Minimum 3 years of experience
  in service management, after-sales, or customer support, preferably in France.
• Strong understanding of the
  local service market
  , repair networks, and after-sales industry practices.
• Excellent communication and coordination skills; able to work effectively with customers, partners, and cross-functional teams.
• Strong
  problem-solving, analytical, and crisis management
  abilities.
• Hands-on experience with
  CRM, service management platforms, or digital aftersales systems
  .
• Fluency in
  French, English, and Chinese
  is required.

Why Join Us

• Be part of a fast-growing global brand
  – Xiaomi is one of the world's leading technology companies, with rapid expansion in Europe and strong momentum in France.
• Build something from the ground up
  – You will have a real impact in shaping and scaling Xiaomi's aftersales service network.
• International environment
  – Work closely with global HQ and regional teams in an international, multicultural setting.
• Career growth opportunities
  – As Xiaomi continues to grow, high performers will have strong opportunities for career development across Europe and globally.
• Technology-driven culture
  – Join a company that is passionate about innovation, smart devices, and delivering outstanding user experience.

About Xiaomi

Founded in 2010 and established in France since 2018,
Xiaomi is a global technology leader
dedicated to making innovation accessible to everyone. We design cutting-edge smartphones and smart devices that connect seamlessly through the world's largest consumer
AIoT (AI + IoT) platform
, with more than
904.6 million connected devices worldwide
.

Through our
Xiaomi Home app
, users can easily control a wide ecosystem of products—from TVs, projectors, and electric scooters to earphones, smartwatches, and more—bringing convenience, fun, and intelligence to everyday life.

Recognized globally, Xiaomi was ranked
397th on the Fortune Global 500 in 2024
and listed among the
TIME100 Most Influential Companies
, reflecting our mission to deliver
innovative products with the best quality-to-price ratio
.

At Xiaomi, you'll find a
young, dynamic, and multicultural environment
that empowers people to grow, take ownership, and shape the future of technology. If you're looking to thrive in a fast-growing, forward-thinking company, Xiaomi is the place to be.