Product Support Engineer

DA Product Support Engineer

Headquartered in Plano, TX, Samsung Electronics America (SEA) is a leader in mobile technologies, consumer electronics, home appliances, enterprise solutions and network systems. Across each of these areas, our work drives innovation, economic growth and workforce opportunity in the United States. For nearly five decades, Samsung has been at the forefront of technological advancements, investing over $100 billion and creating more than 20,000 jobs nationwide. Our mission? To integrate cutting-edge products, services, and AI technology to deliver smarter, sustainable, and more connected experiences that empower people to live better. As a wholly owned subsidiary of Samsung Electronics Co., Ltd., SEA offers opportunities to work alongside global visionary thinkers and innovators who are passionate about making a difference. Explore the exciting opportunities at Samsung Electronics America and discover how you can make an impact.

Position Objective: The DA Product Support Engineer is responsible for managing New Product Introduction (NPI) product quality evaluations, post-launch field quality support, and service ticket/KPIs review for product quality sensing. The role involves ensuring product quality, usability, and performance through testing, analysis, and collaboration with cross-functional teams.

Role and Responsibilities

Key Responsibilities:

• NPI Product Quality Evaluations:
  • Conduct NPI product testing and serviceability evaluations to improve quality, usability, and performance.
  • 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 review 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.
• Field Support:
  • Analyze call service data to identify and resolve field quality issues.
  • Develop service bulletins and training documents for new product issues.
  • Provide on-site support for defective products, including root cause analysis and corrective actions.
  • Manage firmware/software quality assurance testing for post-production products.
  • Analyze VOC data and track the effectiveness of countermeasures.
  • Create troubleshooting guides and repair procedures to enhance field service technician capabilities.
  • Support training teams with repair training and content development.

Skills and Qualifications:

• Bachelor's Degree in Engineering or equivalent experience (4 years).
• 4+ years of Home Appliance/Engineering experience, preferably in Home Appliance product support or service support roles.
• Knowledge of home appliance products and functions.
• Proficient in large data analysis from multiple sources.
• Ability to interpret engineering specifications and technical documents.
• Strong relationship-building skills with internal and external stakeholders.
• Ability to work independently, solve complex problems, and prioritize multiple tasks.
• Proficient in MS Excel (macros, pivots, charts) and MS Office suite (Outlook, Word, PowerPoint).
• Excellent verbal and written communication skills.

This role requires a self-motivated, results-oriented professional with a strong focus on product quality and customer satisfaction.

Physical/Mental Demands and Working Conditions The position requires the ability to perform the essential duties and responsibilities in the following environment:

o Operate PC and product test equipment more than 75% of work time in an alternating sedentary.

o Lift, move, or adjust general DA products related test equipment, DA products boxes/packages, supplies, materials or products weighing up to 50 pounds using proper materials handling equipment and procedures.

o High level of visual acuity, numeric/character distinction and moderate color distinction for accurate test equipment operation, for information analysis and error recognition.

o High hand/finger dexterity with fine motor coordination skills to perform electronic component repair work.

o Machines, tools, equipment, and work aids representative and commonly associated with electronic component test, assembly and repair work including test equipment, testing devices, technician hand tools, cables, etc.; first aid kit is available and prescription safety glasses are required in certain test areas.

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