Product Support Engineer

About the role

Samsung Electronics America, Inc. (SEA), the U.S. Sales and Marketing subsidiary, is a leader in mobile technologies, consumer electronics, home appliances, enterprise solutions and networks systems. This role is responsible for the support management and leadership to ensure Samsung Electronics America (SEA) Home Appliance products operate according to the highest quality standards and product service/repair procedures are highly effective.

Responsibilities

The main function of the DA Product Support Engineer is focused on the management of New Product Introduction (NPI) product quality evaluations, post launch field quality support and service ticket/KPIs review for product quality sensing. Key responsibilities include:

• NPI product testing and serviceability evaluations for continuous improvements in product quality, product usability and performance
• Development of detailed test cases and test plans/scripts
• Early production quality evaluations including 1st lot retail product quality check at the DA factories
• Travel overseas to meet with design, R&D, and factory locations for product evaluation, training and quality review
• Support early production field test activities and work with GBM on addressing top quality issues
• Provide technical repair training and content to training team and support technician/servicer training events as needed
• Create service repair documentations for Samsung Authorized Service Centers
• Field issues support and analysis including travel on-site to customer location to inspect defective product and provide appropriate corrective actions and solutions
• Analyze Service quality and report reasons for repeat repair (REDO) and provide corrective actions
• Manage and perform firmware/software quality assurance testing on post-production DA products before releasing on Samsung.com and server

Requirements

The following requirements must be met:

• Bachelor’s Degree or higher in Engineering required, from an accredited college or university
• Minimum of 4 + years’ experience in the consumer electronics industry
• Preferred experience in a Home Appliance product support or service support role
• Knowledge of electric or HVAC, specifically Home appliance products and their functions
• Ability to develop and maintain excellent working relationships with multiple levels within the company and with external contacts
• Ability to work cooperatively and to occasionally interface with senior management for technical information exchange

Skills

The following skills are required:

• Proficient in large data analysis and MS Excel
• Proficient in MS Office suite of tools including MS Outlook, MS Word and MS PowerPoint
• Excellent verbal and written communication skills
• Client service driven with excellent relationship management skills
• Ability to facilitate collaboration with diverse groups/stakeholders
• Team oriented, but able to work independently and manage multiple tasks

Benefits

Regular full-time employees have access to benefits including:

• Medical, Dental, Vision, Life Insurance
• 401(k)
• Employee Purchase Program
• Tuition Assistance (after 12 months)
• Paid Time Off
• Student Loan Program (after 12 months)
• Wellness Incentives