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

About the RoleWe 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 Responsibilities1. Service Channel Strategy & DeploymentDesign 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 MonitoringEstablish 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 ManagementCollect, 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 & OptimizationDesign 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 SupportSupport 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 ManagementDefine 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.RequirementsBachelor'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 UsBe 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 XiaomiFounded 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.