Service Technical Supervisor(OUTSOURCED)

Xiaomi Technology; Taguig; On-site; PHP 600,000 - 1,200,000; Full time

Job summary

Xiaomi Technology is seeking a Training Manager for after-sales service in Metro Manila to develop and deliver technical training programs for service engineers, installers, and authorized partners. You will create manuals, guides, and training materials to support field technical excellence.

You will analyze issues with Quality, R&D, and Product teams, manage technician certification, and drive continuous improvements across service centers while ensuring adherence to company policies and

Qualifications

• Bachelor's degree or higher in Electrical, Mechanical, HVAC, Electronics Engineering, or a related field.
• Minimum 5 years (Supervisor) or 8 years (Manager) of experience in after-sales service, technical support, or technical training for major home appliances.
• Strong technical knowledge of air conditioners, refrigerators, washing machines, and other white goods.
• Good understanding of after-sales service operations and service performance management.
• Proficient in Microsoft Office; LMS experience is a plus.
• Willing to travel frequently.
• Fluent in English; Mandarin Chinese is an advantage.

Responsibilities

• Develop and deliver technical training programs for service engineers, installers, and partners.
• Create, maintain, and update service manuals, repair procedures, and troubleshooting guides.
• Provide technical support for complex product issues and escalations.
• Analyze recurring issues with Quality, R&D, and Product teams to drive corrective actions.
• Develop certification and competence assessments for technicians.
• Monitor service center performance and plan improvements.
• Support new product introductions with readiness plans and docs.
• Ensure repair procedures and service practices meet policies and quality requirements.
• Collaborate with internal teams to resolve issues and improve customer satisfaction.
• Conduct audits, field visits, and on-site coaching to improve repair quality.

Skills

Technical training

English fluency

Leadership

Willingness to travel

Education

Bachelor's degree in Electrical/Mechanical/Electronics Engineering or related

Tools

LMS

Job description

• Develop and deliver technical training programs for service engineers, installers, and authorized service partners to enhance technical competency and service quality.
• Create, maintain, and update technical documentation, including service manuals, repair procedures, troubleshooting guides, and training materials.
• Provide technical support and guidance for complex product issues, escalations, and field repair activities.
• Analyze recurring technical issues, identify root causes, and work with Quality, R&D, and Product teams to drive corrective and preventive actions.
• Develop and manage technician certification and competency assessment programs to ensure consistent service standards.
• Monitor the technical performance of service centers and field engineers, identify capability gaps, and implement improvement plans.
• Support new product introductions by developing service readiness plans, technical documentation, repair solutions, and training programs.
• Ensure repair procedures, installation standards, and service practices comply with company technical policies and quality requirements.
• Collaborate with Service Operations, Quality, Supply Chain, Product Management, and Customer Service teams to resolve technical issues and improve customer satisfaction.
• Support product quality improvement initiatives by collecting and analyzing field failure data and providing technical feedback to headquarters.
• Conduct regular technical audits, field visits, and on-site coaching to improve repair quality and technician capability.
• Prepare technical reports, training effectiveness analyses, and service quality metrics, and recommend continuous improvement initiatives.

Requirements

• Bachelor's degree or higher in Electrical, Mechanical, HVAC, Electronics Engineering, or a related field.
• Minimum 5 years (Supervisor) or 8 years (Manager) of experience in after-sales service, technical support, or technical training for major home appliances.
• Strong technical knowledge of air conditioners, refrigerators, washing machines, and other white goods.
• Good understanding of after-sales service operations and service performance management.
• Proficient in Microsoft Office; LMS experience is a plus.
• Willing to travel frequently.
• Fluent in English; Mandarin Chinese is an advantage.
• Able to work effectively in a fast-paced, multicultural environment.