Sr. Manager, Product Inspection & Claim Defense

Samsung Electronics•Plano, TX

16d

About The Position

Samsung Electronics America’s Product Safety Department is seeking a product inspection and claim defense professional to conduct product analyses and assess liability for Samsung products. The role supports customer care, brand and product risk management, and handling product liability claims, including litigation and subrogation cases. It develops claim strategies, collaborates with internal and external stakeholders, and helps protect the company and its customers while supporting safe products and customer trust. The position leads product liability litigation claims and investigations, sets strategies and priorities in line with company objectives and risk tolerance, and participates in depositions. It provides strategic advice to senior leadership on significant litigation and investigation matters, including risk assessment and mitigation. The role also manages case data, claim expenses, invoices, settlement authority reviews, claim reporting, and the claim diary system. The role reviews QA lab findings and develops actionable plans, works with Suwon engineers on corrective actions and product risks, and attends fire scenes, lab inspections, and destructive examinations to support expert analysis. It trains teams on home-appliance product symptoms and remedies, develops junior investigators’ inspection skills, and manages technical call-center agents who handle product liability claims and arrange on-site product inspections. It also serves as an internal consultant on product safety concerns and monitors claim managers’ customer service.

Requirements

At least 10 years of related experience and a bachelor's degree.
Technical education, or product engineering or troubleshooting experience.
Advanced skills in Microsoft Word, Excel, and PowerPoint.
Strong understanding of home-appliance and display products.
Ability to identify, troubleshoot, and resolve application-based issues.
Ability to collaborate and communicate effectively across divisions and language barriers.
Experience working with and influencing cross-functional teams.
Ability to travel within the United States and overseas for business.
Experience working in complex corporate and departmental organizations.
Strong analytical skills, including data analysis, critical thinking, and making recommendations.
Professional verbal and written communication skills, including explaining reports and analysis to diverse audiences.
Attention to detail and precision.
Process-oriented approach, with a focus on optimizing processes and workflows.
Proactive problem-solving, initiative, ownership, and a can-do attitude.
Self-directed, organized, flexible, and results-oriented approach.
Relationship-management and stakeholder-engagement skills with a customer-service focus.
Ability to interact with peers, supervisors, managers, and senior leadership.
Ability to work independently and collaboratively, manage multiple tasks, and deliver outcomes.
Ability to perform complex quantitative analysis using advanced Excel, identify risks, and report findings promptly.
Ability to present visually compelling information and communicate effectively to leadership.

Nice To Haves

Experience working with product engineers and offshore resources in different time zones.
CFEI (Certified Fire and Explosion Investigator) or CFII (Certified Fire and Explosion Instructor) certification.
Claim Adjuster license.
Advanced knowledge of U.S. litigation procedures.

Responsibilities

Manage product liability claims involving alleged property damage, injuries, pre-suit demands, and litigation.
Develop and implement defense strategies for efficient case management and resolution.
Train teams on home-appliance product symptoms, remedies, and mechanisms.
Review and evaluate QA lab findings, develop actionable plans, and coordinate with Suwon engineers on corrective actions and product risks.
Review settlement authority forms for leadership approval.
Provide real-time reports to leadership on high-profile claims.
Monitor claim managers to ensure excellent service to consumers, agents, and internal and external stakeholders.
Lead product liability litigation claims and investigations, setting strategies and priorities aligned with company objectives and risk tolerance; participate in depositions.
Advise senior leadership on significant litigation and investigation matters, including risk assessment and mitigation strategies.
Develop and maintain comprehensive pending-management data for litigation cases.
Maintain a diary system documenting claim-file activities in accordance with established procedures.
Manage claim-handling expenses and invoice handling.
Attend fire scenes, lab inspections, and destructive lab examinations to support expert analysis and determine incident causes.
Train junior investigators on inspection skills and monitor and train them on inspection reports.
Manage technical call-center agents who handle product liability claims and arrange on-site product inspections by servicers.
Serve as an internal consultant on product safety concerns.