Product Support Engineer

Samsung•Plano, TX

7d•Onsite

About The Position

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. This role will assume full responsibility and management of all testing activities from cradle to grave. The incumbent will drive clear communication and establish strong relationships between cross-functional teams, domestically within SEA and internationally with production factories, Samsung Korea customer service and development (R&D) teams. This role is accountable for providing sufficient information for higher autonomy to make decisions that affect the cost of product quality and service. 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. In this position, other duties may be as assigned, either directly or through others.

Requirements

Bachelor’s Degree or higher in Engineering required, from an accredited college or university
Minimum of 4 + years’ experience in the consumer electronics industry
Minimum with 4+ years of experience in a Home Appliance product support or service support role.
DA experience is preferred.
Knowledge of electric or HVAC.
Specifically, Home appliance products and their functions.
The ability to develop and maintain excellent working relationships with multiples levels within the company including Product Marketing and sales, and with external contacts including customers, authorized service agents, sales & equipment service representatives, etc.
The ability to develop and maintain excellent working relationships with peers and leadership within the department
Ability to work cooperatively and to occasionally interface with senior management for technical information exchange
Work under very little supervision and guidance to identify and ensure achievement of team goals and to complete individual work assignments within established time frames.
The demonstrated ability to solve problems involving highly diverse conditions requiring creativity to search for solutions among learned things.
The ability to plan, organize and prioritize multiple assignments and projects.
The ability to read, write, follow detailed technical instructions and interpret engineering specifications, materials or related documents.
Exposure to confidential data where disclosure is detrimental to the Company’s interests
Ability to solve problems of differing situations requiring creativity to search for solutions among previous experiences
Ability to negotiate on behalf of function to come to agreement by managing communications through discussions and compromise; issues are short-term operational and medium-term tactical
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
Self-directed, self-motivated and results-oriented
Proficient in large data analysis: the ability to gather and analyze large amount of data from multiple sources
Proficient in MS Excel: prepare tables/spreadsheets of information using macros, pivots, charts, graphs, determine and measure KPIs, plot performance trends, and prioritize multiple work assignments
Proficient in the main MS Office suite of tools including MS Outlook, MS Word and MS PowerPoint and be comfortable with presenting and communicating clearly to a large audience including senior management.

Responsibilities

NPI Product Quality Evaluations Prior to Market Launch
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 (SAMEX and SEMP)
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
Development of detailed test cases and test plans
Confirm compatibility with various external devices customers use
Field Support
Perform DA quality testing and analysis by thoroughly reviewing call service data
Develop service bulletins and training documents related to new product issues
Field issues support and analysis including travel on-site to customer location to inspect defective product and provide appropriate corrective actions and solutions
Provide engineering support and apply effective root cause analysis and corrective actions for resolving complex quality DA field issues reported to Call Center, Tech Support and VOC team
New and defective parts retrieval, quality analysis and reporting
Analyze Service quality and report reasons for repeat repair (REDO) and provide corrective actions
Check quality issue on spare parts which may exhibit same risk/symptom as defective DA products
Technical assistance for DA launching events from PR and Marketing/Sales
Manage and perform firmware/software quality assurance testing on post-production DA products before releasing on Samsung.com and server
Research and collect DA VOC for strategic implementation
Track the effectiveness or side effect of countermeasure created during NPI stage
Data, reporting and quality trend analysis
Create content to enhance the ability of field service technician personnel to perform reliable repairs. This will include troubleshooting techniques and tips and repair procedures.
Support “Technical Support” and “Triage” teams with ongoing service documents and training
Analyze, track and report reasons for repeat repair (REDO) and provide corrective action
Support training team on product repair training and training content development