Product Support Engineer

Samsung•Plano, TX

10h•Onsite

About The Position

The DA Product Support Engineer manages New Product Introduction (NPI) product quality evaluations, post-launch field quality support, and service-ticket and KPI reviews to identify product quality issues. The role promotes product quality, usability, and performance through testing, analysis, and collaboration with cross-functional teams. This position is not eligible for immigration sponsorship. Responsibilities include testing and serviceability evaluations for new products; evaluating early production quality at DA factories; traveling overseas for product evaluations, training, and quality reviews; supporting early production field tests; and providing technical repair training and documentation for Samsung Authorized Service Centers. The engineer also analyzes service and Voice of Customer data, provides on-site support and root-cause analysis for defective products, conducts firmware and software quality assurance testing, monitors corrective actions, and develops troubleshooting and repair resources for field technicians. The position is based within Samsung Electronics America’s organization. The description identifies the role as onsite through the #LI-Onsite designation. Work involves frequent computer and product-test-equipment use, handling DA products and equipment weighing up to 50 pounds, and performing detailed visual and fine-motor work. Overseas travel is required for product evaluation, training, and quality review.

Requirements

Bachelor’s degree in Engineering or equivalent experience (4 years).
At least 4 years of Home Appliance or Engineering experience.
Knowledge of home appliance products and functions.
Proficiency in analyzing large datasets from multiple sources.
Ability to interpret engineering specifications and technical documents.
Strong relationship-building skills with internal and external stakeholders.
Ability to work independently, solve complex problems, and prioritize multiple tasks.
Proficiency in MS Excel, including macros, pivots, and charts, and the MS Office suite.
Excellent verbal and written communication skills.
Self-motivated, results-oriented approach with a strong focus on product quality and customer satisfaction.
Ability to operate a PC and product test equipment for more than 75% of work time.
Ability to lift, move, or adjust equipment, products, packages, supplies, or materials weighing up to 50 pounds using proper handling equipment and procedures.
High visual acuity and ability to distinguish numbers, characters, and colors for test operation, analysis, and error recognition.
High hand and finger dexterity and fine motor coordination for electronic component repair work.

Nice To Haves

Home Appliance product support or service support experience.

Responsibilities

Conduct NPI product testing and serviceability evaluations to improve product quality, usability, and performance.
Develop test cases, test plans, and scripts.
Perform early production quality evaluations at DA factories (SAMEX and SEMP).
Travel overseas for product evaluation, training, and quality reviews with design, R&D, and factory teams.
Support early production field tests and address top quality issues with GBM.
Provide technical repair training and create service repair documentation for Samsung Authorized Service Centers.
Ensure compatibility with external devices used by customers.
Analyze call service data to identify and resolve field quality issues.
Develop service bulletins and training documents for new product issues.
Provide on-site support for defective products, including root-cause analysis and corrective actions.
Manage firmware and software quality assurance testing for post-production products.
Analyze VOC data and track the effectiveness of countermeasures.
Create troubleshooting guides and repair procedures to enhance field service technician capabilities.
Support training teams with repair training and content development.
Review service tickets and KPIs for product quality sensing.