Technical Manager — For CIS region

Technical Manager — For CIS region （except Russia)

Job Responsibilities

• Manage and provide technical support to regional service providers, maintain strong partner relationships, and resolve field technical issues.

• Monitor and improve key service KPIs, including FFR, TAT, and customer satisfaction, and drive corrective actions for performance gaps.

• Track product defects and recurring issues, conduct root cause analysis (RCA), and drive effective solutions with service providers and headquarters.

• Organize technical training, repair skill workshops, and knowledge-sharing sessions to ensure compliance with Xiaomi’s technical policies, repair standards, and systems.

• Conduct regular service center visits to collect feedback on product quality, technical issues, and customer experience, and report key findings to headquarters.

• Support headquarters with fault analysis, including defective unit collection, failure information and log gathering, solution validation, and repair effectiveness tracking.

• Translate and communicate technical documents, announcements, and guidelines between Chinese and Russian as required.

• Support after-sales operations for online channels, including return, exchange, and technical issue handling.

• Complete other tasks assigned by the Service Manager and achieve agreed KPI/OKR targets.

Qualifications

• Bachelor’s degree in Engineering, Electronics, Technology, or a related field.

• 2+ years of experience in consumer electronics after-sales service, technical support, or field engineering. Experience with smartphones, AIoT, TVs, or home appliances is preferred.

• Fluent Russian and working-level English; Chinese is preferred.

• Strong skills in fault diagnosis, data analysis, and root cause analysis (RCA).

• Good communication, training, and service provider management skills, with the ability to drive KPI improvement.

• Willingness to travel regularly within the region for service center visits.