Product Support Senior Engineer

Samsung Electronics•Plano, TX

About The Position

The DA Product Support Senior Engineer leads DA Product engineers and controls their tasks. The role ensures New Product Introduction (NPI) quality strategies, advanced post-launch field failure analysis, and quality sensing across Digital Appliance (DA) products. The position leads NPI product testing, installation and serviceability reviews, and performance evaluations across DA categories to prevent manufacturing defects. It develops test cases, plans, and scripts; performs early production evaluations at DA factories; and supports early production field tests and top-quality-issue resolution. The role also provides technical repair training, prepares service documentation, and checks compatibility with external devices used by customers. Overseas travel is required for product evaluation, training, and quality reviews with design, R&D, and factory teams. For field support, the engineer handles unresolved, complex, or systemic quality issues across the DA product line, conducts root cause analysis, and provides on-site support and corrective actions. The role manages firmware and software quality assurance testing for post-production products, analyzes VOC data and countermeasure effectiveness, and creates service bulletins, troubleshooting guides, and repair procedures. It also mentors and develops product support engineers and the technician training team in advanced troubleshooting and new appliance technologies. The position calls for advanced diagnostic and failure-analysis skills, including reading complex schematics, wiring diagrams, and PCB layouts, as well as analyzing quality issues using multiple data sources. The ideal candidate is self-motivated, results-oriented, and focused on product quality and customer satisfaction. This role 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 lacking a bachelor’s degree.
Advanced diagnostics and failure-analysis expertise.
Ability to read complex schematics, wiring diagrams, and PCB layouts and identify root causes of exceptional or complicated quality issues.
Ability to analyze major quality issues across DA products using multiple data sources.
Self-motivated and results-oriented, with a strong focus on product quality and customer satisfaction.

Nice To Haves

8+ years of hands-on experience in Home Appliance, Product Support, Quality Engineering, or service support roles.
Knowledge of the full range of home appliance DA products and 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, pivots, 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 DA Product engineers and control each product engineer’s tasks.
Lead NPI product testing, installation and serviceability reviews, and performance evaluations across the DA product lineup to prevent manufacturing defects.
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.
Resolve complex, unresolved, 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 and training documents for new product issues.
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 improve field service technician capabilities.
Mentor and upskill product support engineers and the technician training team on advanced troubleshooting and new appliance technologies.
Analyze quality issues across DA products using multiple data sources.