Product Support Engineer

Samsung Electronics•Plano, TX

2d•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 sense product quality. The role helps ensure product quality, usability, and performance through testing, analysis, and collaboration with cross-functional teams. The position is not eligible for immigration sponsorship. Responsibilities include conducting NPI product testing and serviceability evaluations; developing test cases, plans, and scripts; evaluating early production quality at DA factories; and traveling overseas for product evaluation, training, and quality reviews with design, R&D, and factory teams. The engineer also supports early production field tests, provides technical repair training and service documentation, and checks compatibility with external devices. For field support, the engineer analyzes service-call and Voice of Customer data, identifies and resolves quality issues, and tracks countermeasure effectiveness. The role includes on-site support for defective products, root cause analysis and corrective actions, firmware and software quality assurance testing for post-production products, and creating service bulletins, troubleshooting guides, repair procedures, and training content. The position requires operating a PC and product test equipment for more than 75% of work time, with alternating sedentary work. It may involve lifting, moving, or adjusting products, equipment, and materials weighing up to 50 pounds using proper handling equipment and procedures. Certain test areas require prescription safety glasses. The role is marked onsite.

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, pivot tables, and charts, and the MS Office suite, including Outlook, Word, and PowerPoint.
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, and materials weighing up to 50 pounds using proper materials-handling equipment and procedures.
High visual acuity, numeric and character distinction, and moderate color distinction for test equipment operation, information analysis, and error recognition.
High hand and finger dexterity with fine motor coordination for electronic component repair work.

Nice To Haves

Home Appliance product support or service support experience is preferred.

Responsibilities

Conduct NPI product testing and serviceability evaluations to improve 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.