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Service Manager

18 hours ago

Stockholm, Stockholm, Sweden Xiaomi Technology Full time

About Xiaomi
:

Founded in 2010, Xiaomi is a global leader in smart devices and consumer electronics. Guided by the mission "Always believe that something wonderful is about to happen", we are committed to bringing high-quality, affordable tech products to people around the world. With a focus on innovation and user-centricity, Xiaomi has established a strong presence in over 100 countries and regions, and we continue to expand our global footprint with passion and perseverance.

Position:
Nordic Service Manager

Location:
Stockholm, Sweden

Job Summary

We are seeking an experienced and dynamic Nordic Service Manager to lead and oversee Xiaomi's after-sales service operations across the Nordic region, including Sweden, Denmark, Finland, Norway, and Iceland. The successful candidate will be a core driver of our after-sales service excellence, responsible for managing and developing our authorized service network to ensure all service centers meet Xiaomi's strict performance standards and deliver exceptional customer experiences. This role demands a strong background in technical service management, profound local market knowledge, and a proven ability to drive operational efficiency and innovation.

Key Responsibilities

  • Service Network Management
    : Manage, develop, and optimize Xiaomi's authorized service centers across the Nordic region. Ensure strict compliance with the company's standards for service quality, repair turnaround time, and customer satisfaction, while exploring opportunities to expand and enhance the network coverage.
  • Performance Monitoring & Improvement
    : Establish and track key service metrics (e.g., repair success rate, turnaround time, customer satisfaction score, NPS). Conduct in-depth analysis of performance data, identify bottlenecks, and implement targeted corrective and improvement actions to continuously lift service standards.
  • Technical Oversight & Support
    : Provide professional technical guidance and support to all service centers, with a focus on Xiaomi's key product categories: smartphones, electric scooters, robot vacuums, and TVs. Stay updated on the latest product technologies and repair solutions to ensure service teams are well-equipped to handle complex issues.
  • Training & Development
    : Design, organize, and conduct systematic technical and process training programs for service partner staff. Build a professional training system to ensure consistent service quality across the entire Nordic service network and enhance the professional competence of the team.
  • Market Insight & Adaptation
    : Maintain a deep and up-to-date understanding of the after-sales service landscape in the Nordic region, including competitor service strategies, industry trends, and local consumer protection regulations. Translate market insights into actionable strategies to adapt and optimize Xiaomi's service offerings.
  • Stakeholder Coordination
    : Establish effective communication and collaboration mechanisms with Xiaomi's headquarters, regional business teams, and service partners. Align service strategies with business objectives, ensure smooth information flow, and jointly promote the continuous improvement of service delivery.

Requirements

Must-have:

  • At least 5 years of progressive experience in after-sales service management, preferably in the consumer electronics industry or related high-tech fields.
  • Proven track record in managing multi-country service networks or large-scale technical support teams, with demonstrable achievements in improving service quality and operational efficiency.
  • Solid technical knowledge of smartphones, electric scooters, robot vacuums, and TVs, including proficiency in repair processes, parts management, and fault diagnosis.
  • Deep understanding of the Nordic service market (Sweden, Denmark, Finland, Norway, Iceland), local consumer expectations, and relevant industry regulations.
  • Excellent communication, negotiation, and interpersonal skills in English (working language), with the ability to communicate effectively with stakeholders at all levels.

Preferred:

  • Proficiency in Chinese, which will facilitate smooth communication and collaboration with Xiaomi's headquarters in China.
  • Experience in after-sales service management of major home appliances (white goods) is a plus.
  • Familiarity with mainstream service management software, CRM systems, and data analysis tools (e.g., Excel, Tableau) to support data-driven decision-making.
  • Willingness and ability to travel regularly within the Nordic region to oversee service centers and coordinate on-site work.

What We Offer

  • A rare opportunity to shape and lead Xiaomi's after-sales service strategy in the fast-growing Nordic market, with significant room for personal impact and achievement.
  • A collaborative, innovative, and inclusive work environment in a global tech leader, where your ideas are valued and your potential is fully unleashed.
  • A competitive total compensation package, including a base salary, performance-based bonuses, and a comprehensive benefits plan (health insurance, pension, etc.).
  • Abundant professional development opportunities, including training programs, mentorship from industry experts, and clear career growth paths within the global organization.
  • The chance to work with a passionate team of professionals and contribute to Xiaomi's mission of making quality technology accessible to everyone.

If you are a proactive, results-driven professional with a passion for service excellence and a desire to grow with a global tech giant, we invite you to join Xiaomi's journey

Xiaomi is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.