Sr. Manager, Product Inspection & Claim Defense

About the Role

The Product Inspection & Claim Defense Specialist is a critical role within Samsung Electronics America's (SEA) Product Safety (PS) Department. This position is dedicated to conducting comprehensive product analyses to assess liability for Samsung products, ensuring exceptional customer care, managing brand and product risk, and effectively handling product liability claims, including litigation and subrogation cases. The role requires a strategic approach to claim management, defense strategies, and collaboration with internal and external stakeholders to safeguard Samsung's reputation and ensure customer satisfaction.

Responsibilities

• Manage product liability claims, including alleged property damage, injury cases, pre-suit demands, and litigation.
• Develop and implement defense strategies to ensure efficient case management and resolution.
• Train teams on product symptoms, remedies, and mechanisms of home appliances.
• Collaborate with QA Lab to review and evaluate analysis findings, develop actionable plans based on results, and work with Suwon engineers for corrective actions and product risks.
• Review settlement authority forms for leadership's approval.
• Provide real-time reports on high-profile claims to leadership.
• Monitor claim managers to ensure excellent customer service for consumers, agents, and internal/external stakeholders.
• Lead Product Liability Litigation claims & Investigations, setting strategies and priorities aligned with company objectives and risk tolerance, and participate in depositions to defend claims.
• Provide strategic advice to senior leadership on significant litigation and investigation matters, including risk assessment and mitigation strategies.
• Develop and maintain comprehensive pending management data for litigation cases to ensure effective case handling.
• Maintain a diary system to document claim file activities in accordance with established procedures.
• Manage claim handling expenses and invoice handling.
• Attend fire scene & lab inspections and destructive lab examinations to support expert analysis and determine the cause of incidents.
• Train junior investigators on inspection skills and monitor/train on their inspection reports.
• Manage Technical Call Center agents who handle Product Liability Claims to inspect products on-site by the Servicer.
• Serve as an internal consultant regarding product safety concerns.

Requirements

• Minimum 10+ years of related experience and a Bachelor's degree.
• Technical education or product engineering or troubleshooting experience.
• Advanced skills in Microsoft Word, Excel, PowerPoint.
• Strong understanding of Home Appliance and Display products.
• Ability to identify, troubleshoot, and find resolutions to application-based issues.
• Excellent collaborator with the ability to effectively communicate across divisions and language barriers.
• Experience working with product engineers and offshore resources in different time zones (a plus).
• Experience working with and influencing cross-functional teams.
• Ability to travel within the US & overseas for business purposes.
• Experience working in a complex, deep organization, corporate, and departmental settings.
• CFEI (Certified Fire and Explosion Investigator) or CFII (Certified Fire and Explosion Instructor) preferable.
• Claim Adjuster license is preferable.
• Advanced knowledge of U.S. litigation procedures is a plus.

Skills

• Analytical Expertise: Strong analytical skills to analyze data, make informed decisions, and provide recommendations for ongoing and new projects. Ability to apply critical thinking and creative solutions to address challenges based on data analysis.
• Communication Proficiency: Professional verbal and written communication skills for effective engagement with stakeholders at all levels. Ability to clearly explain reports and analysis to diverse audiences.
• Attention to Detail: Analytical mindset with a focus on precision and thoroughness in all tasks.
• Process-Oriented Approach: Numbers-focused with a strong emphasis on optimizing processes and workflows.
• Proactive Problem-Solving: Initiative-driven with a "can-do" attitude, ownership, and a commitment to proactive problem-solving.
• Self-Motivation & Results-Oriented: Flexible, self-organized, and self-directed with a focus on delivering measurable outcomes.
• Stakeholder Engagement: Excellent relationship management skills with a customer service focus. Ability to effectively engage diverse groups and facilitate collaboration.
• Leadership Interaction: Demonstrated ability to interact with peers, supervisors, managers, and senior leadership.
• Independent & Team Collaboration: Team-oriented with the capability to work independently and manage multiple tasks simultaneously.
• Quantitative Analysis: Proficient in performing complex quantitative analysis using Advanced Excel skills to identify risks and report findings promptly.
• Presentation Skills: Capability to present visually compelling stories and communicate effectively to leadership.

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 6 months)
• Paid Time Off
• Student Loan Program (after 6 months)
• Wellness Incentives
• MBO bonus compensation, based on company, division, and individual performance