Senior Warranty Representative

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. For more than four decades, Samsung has driven innovation, economic growth and workforce opportunity across the United States—investing over $100 billion and employing more than 20,000 people nationwide.

Responsibilities

The Senior Warranty Representative reports to the Director of Warranty Ops and will be responsible for managing our warranty terms and policies; also performing in-depth data analysis on various trends like warranty cost, quality, product life cycle and share analysis insight with our leadership team.

• Perform warranty closings (weekly) and ensuring payment goes out to our Service Partners
• Manage all the warranty terms & policies; detect and resolve misalignments with headquarters global policies (GPPM) and within other Care teams
• Liaison between headquarters and other Care teams to support operation needs and changes
• Audit third party outsourced team to ensure policy adherence & develop process improvements and system updates based on audit findings
• Create content/materials in MS Office applications such as Word, Excel, and Power Point to be used as training material and also reporting to leadership
• Develop analysis reports daily, weekly, monthly and any ad-hoc report requests
• In-depth data analysis on warranty data, quality and cost trends (some reports sent to leadership directly)
• Monitor KPI’s and oversee & manage warranty dashboard on Tableau

Qualifications

Candidate must have a minimum of 2+ year work experience (data analytics, accounting background a plus) and a Bachelor’s Degree.

• Advanced user of MS Excel; some prior experience in Business Intelligence tools such as Tableau is a plus
• Advanced skill in MS Office (Powerpoint, Word)
• SAP experience preferred
• Good communication skills
• Bi-lingual preferred (English/Korean)

Preferred Qualifications

• Demonstrated ability to interact at all levels within customer's organizations
• The ability to negotiate with and convince others, in a potentially adversarial environment, including customer leadership, directors and managers with opposing views to accept/approve plans, technical and project recommendations
• The ability to plan, organize and prioritize multiple strategic programs and simultaneous performance objectives
• The ability to write, read, interpret, explain and act based on a thorough understanding of technical documents, engineering materials and contracts or related documents
• Ability to make professional sales and business presentations in writing, through email, reports, or orally, including complex business and technical matters to an audience of high technical skills, management and operational experience
• Ability to support a cross-functional Samsung team to achieve customer contracted objectives and specific team goals within established time frames and requirements

Benefits

Regular full-time employees (salaried or hourly) 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, and many more. In addition, regular full-time employees (salaried or hourly) are eligible for MBO bonus compensation, based on company, division, and individual performance.