Product Support Senior Engineer
About The Position
Samsung Electronics America is hiring a DA Product Support Senior Engineer to lead Digital Appliance product engineering support and coordinate product engineers’ tasks. The role focuses on New Product Introduction (NPI) quality strategies, advanced post-launch field-failure analysis, and quality sensing across the full Digital Appliance product line. It includes product testing and evaluations, overseas travel to work with design, R&D, and factory teams, support for early production field tests, and technical training and documentation for authorized service centers. The position is not eligible for immigration sponsorship.
Requirements
- Bachelor’s degree in Engineering and 8 years of relevant experience, or 12 years of Home Appliance/Engineering experience if without a bachelor’s degree.
- Advanced diagnostic and failure-analysis capability, including reading complex schematics, wiring diagrams, and PCB layouts and identifying root causes of complicated quality issues.
- Ability to analyze major quality issues across DA products using multiple data sources.
- Self-motivated, results-oriented approach with a strong focus on product quality and customer satisfaction.
Nice To Haves
- 8 or more years of hands-on experience in home appliances, product support, quality engineering, or service support.
- Knowledge of the full range of home appliance DA products and their functions.
- Technical leadership skills, including mentoring junior engineers and influencing senior internal and external stakeholders.
- Experience working independently, solving complex problems, and prioritizing multiple tasks.
- Professional experience with MS Excel, including macros, pivot tables, and charts, and the MS Office suite, including Outlook, Word, and PowerPoint.
- Exceptional verbal and written communication skills for executive-level technical reporting.
Responsibilities
- Lead comprehensive NPI product testing, installation and serviceability reviews, and performance evaluations across all DA product categories.
- Develop test cases, test plans, and scripts to identify and prevent manufacturing defects.
- Perform early-production quality evaluations at DA factories, including 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 leading 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.
- Handle unresolved, complex, or systemic field quality issues across the DA product line.
- Perform in-depth root cause analysis and provide on-site support for defective products, including corrective actions.
- Develop service bulletins, training documents, troubleshooting guides, and repair procedures for product issues.
- Manage firmware and software quality assurance testing for post-production products.
- Analyze VOC data and track the effectiveness of countermeasures.
- Mentor and develop product support engineers and the technician training team in advanced troubleshooting and new appliance technologies.
Benefits
- Medical, dental, vision, and life insurance.
- 401(k).
- Employee Purchase Program.
- Tuition Assistance after 12 months.
- Paid Time Off.
- Student Loan Program after 12 months.
- Wellness Incentives.
- MBO bonus compensation based on company, division, and individual performance.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
