Samsung Technical Support Professional-Mobiles 

United States, New York, City of Rochester 

894878598

Role and Responsibilities

• Prepare technical training material needed for Mobile Engineers.

• Set the training plan for engineers for new models and technical tips.

• Monitor the engineer Performance and enhance the poor ones.

• Prepare a periodic technical bulletin to inform all related teams with all technical updates related to our products.

• Monitor the product quality and report to HQ for any quality issues.

• Plan and forecast the spare parts needed for the product service.

• Test the retuned defected spare parts and send a technical feedback report to quality team.

• Provide alternative technical solution in case of the spare part is not available.

• Handle technical issues with NTRA and CPA for Mobile.

• Audit and filed visits for technicians and our Authorized service centers.

• Analyze data to minimize customer dissatisfaction resulted from service failure by analyzing and monitoring repetitive repairs and multiple defects.

• Reinforce service expertise through developing and distributing guide contents regarding new models and new functions.

• Manage the repair quality KPIs (Repeated Repair, Customer satisfaction, Product return reduction)

• Create innovative ideas to reduce the service cost.

• Support Complaint team to handle all customers complaint cases.

• Reply day to day technical inquiries from all service centers.

• Technical evaluation for the new service centers.

Skills and Qualifications

Bachelor's degree in Electrical Engineering, or related field.

Experience:

• Min 5 years of experience in a similar position.

• Experience in developing and delivering training programs, workshops, or presentations.

Skills:

• Strong technical aptitude and problem-solving skills, with the ability to troubleshoot and diagnose issues effectively.

• Excellent communication and presentation skills, with the ability to convey technical information clearly and engagingly to diverse audiences.

• Customer-focused mindset with a passion for delivering exceptional service and support.

• Ability to work independently and collaboratively in a fast-paced environment.