Germany Home Appliance Service Channel Manager

Product Scope: Air Conditioners, Washing Machines, Refrigerators

This position oversees the end-to-end after-sales service channel operation for Xiaomi large home appliances (TV, refrigerator, washer) in Germany. You will manage local service networks, installation & logistics partners, ensure standardized service delivery, quality improvement, risk control and cost optimization, and drive sustainable brand service development in the German market.

• Develop and manage Germany after-sales service networks, including layout planning, partner recruitment, performance assessment, training and optimization, to meet Xiaomi global service standards and local compliance requirements.
• Manage local authorized repair teams, installation crews and bulky logistics vendors, standardize SOPs for installation, maintenance, warranty service, return and claim processes.
• Maintain stable cooperation with German KA retailers, e-commerce platforms and distributors, unify after-sales experience and ensure smooth order fulfillment, complaint closure and settlement.
• Control full-link after-sales operation including spare parts turnover, DOA handling and logistics delivery quality; continuously reduce failure rate and customer complaints, improve user NPS.
• Identify local service compliance and operational risks, independently handle mass quality issues and major customer disputes, and collaborate with HQ legal, QC and product teams for case closure and risk mitigation.
• Conduct local market and competitor service research, deliver channel optimization and cost-down solutions, and achieve annual service quality and operational KPIs.

• Bachelor degree or above. Fluent in English and German for independent business negotiation, channel communication and formal reporting, familiar with German commercial and after-sales compliance rules.
• Minimum 5 years professional experience in European/German large home appliance after-sales channel operation and vendor management; experience with leading consumer electronics brands is preferred.
• In-depth knowledge of German home appliance warranty policies, on-site service standards and bulky-item logistics operations; experienced in local resource integration, business negotiation and contract management.
• Strong crisis handling capability, cross-team collaboration skills and data-driven thinking to optimize service operation and solve complex after-sales cases.
• Result-oriented, able to work under pressure and travel frequently across Germany, with recognition of Xiaomi’s user-first service philosophy.
• Preferred: existing German after-sales, installation or logistics channel resources; experience in EU cross-border after-sales settlement and spare parts warehouse management.

We welcome applications from candidates with diverse backgrounds who meet the key requirements of the role.