Product Support Engineer

Product Support Engineer

Responsible for the support management and leadership to ensure Samsung Electronics America (SEA) Home Appliance products operate according to the highest quality standards and product service/repair procedures are highly effective. This role will assume full responsibility and management of all testing activities from cradle to grave. The incumbent will drive clear communication and establish strong relationships between cross-functional teams, domestically within SEA and internationally with production factories, Samsung Korea customer service and development (R&D) teams. This role is accountable for providing sufficient information for higher autonomy to make decisions that affect the cost of product quality and service.

The main function of the DA Product Support Engineer is focused on the management of New Product Introduction (NPI) product quality evaluations, post launch field quality support and service ticket/KPIs review for product quality sensing. In this position, other duties may be assigned, either directly or through others.

Role and Responsibilities

NPI Product Quality Evaluations Prior to Market Launch

• NPI product testing and serviceability evaluations for continuous improvements in product quality, product usability and performance
• Development of detailed test cases and test plans/scripts
• Early production quality evaluations including 1st lot retail product quality check at the DA factories (SAMEX and SEMP)
• Travel overseas to meet with design, R&D, and factory locations for product evaluation, training and quality review
• Support early production field test activities and work with GBM on addressing top quality issues
• Provide technical repair training and content to training team and support technician/servicer training events as needed
• Create service repair documentations for Samsung Authorized Service Centers
• Confirm compatibility with various external devices customers use

Field Support

• Perform DA quality testing and analysis by thoroughly reviewing call service data
• Develop service bulletins and training documents related to new product issues
• Field issues support and analysis including travel on-site to customer location to inspect defective product and provide appropriate corrective actions and solutions
• Provide engineering support and apply effective root cause analysis and corrective actions for resolving complex quality DA field issues reported to Call Center, Tech Support and VOC team
• New and defective parts retrieval, quality analysis and reporting
• Analyze Service quality and report reasons for repeat repair (REDO) and provide corrective actions
• Check quality issue on spare parts which may exhibit same risk/symptom as defective DA products
• Technical assistance for DA launching events from PR and Marketing/Sales
• Manage and perform firmware/software quality assurance testing on post-production DA products before releasing on Samsung.com and server
• Research and collect DA VOC for strategic implementation
• Track the effectiveness or side effect of countermeasure created during NPI stage
• Data, reporting and quality trend analysis
• Create content to enhance the ability of field service technician personnel to perform reliable repairs. This will include troubleshooting techniques and tips and repair procedures.
• Support "Technical Support" and "Triage" teams with ongoing service documents and training
• Analyze, track and report reasons for repeat repair (REDO) and provide corrective action
• Support training team on product repair training and training content development

Skills and Qualifications

Minimum Qualifications:

• Bachelor's Degree or higher in Engineering required, from an accredited college or university
• Should have a minimum of 4 + years' experience in the consumer electronics industry

Preferred Qualifications:

• Minimum with 4+ years of experience in a Home Appliance product support or service support role. DA experience is preferred.
• Knowledge of electric or HVAC. Specifically, Home appliance products and their functions.
• The ability to develop and maintain excellent working relationships with multiples levels within the company including Product Marketing and sales, and with external contacts including customers, authorized service agents, sales & equipment service representatives, etc.
• The ability to develop and maintain excellent working relationships with peers and leadership within the department
• Ability to work cooperatively and to occasionally interface with senior management for technical information exchange
• Work under very little supervision and guidance to identify and ensure achievement of team goals and to complete individual work assignments within established time frames.
• The demonstrated ability to solve problems involving highly diverse conditions requiring creativity to search for solutions among learned things.
• The ability to plan, organize and prioritize multiple assignments and projects.
• The ability to read, write, follow detailed technical instructions and interpret engineering specifications, materials or related documents.
• Exposure to confidential data where disclosure is detrimental to the Company's interests
• Ability to solve problems of differing situations requiring creativity to search for solutions among previous experiences
• Ability to negotiate on behalf of function to come to agreement by managing communications through discussions and compromise; issues are short-term operational and medium-term tactical
• Excellent verbal and written communication skills
• Client service driven with excellent relationship management skills
• Ability to facilitate collaboration with diverse groups/stakeholders
• Team oriented, but able to work independently and manage multiple tasks
• Self-directed, self-motivated and results-oriented

Other Required Skills for this position the following technical skills and abilities must be demonstrated

• Proficient in large data analysis: the ability to gather and analyze large amount of data from multiple sources
• Proficient in MS Excel: prepare tables/spreadsheets of information using macros, pivots, charts, graphs, determine and measure KPIs, plot performance trends, and prioritize multiple work assignments
• Proficient in the main MS Office suite of tools including MS Outlook, MS Word and MS PowerPoint and be comfortable with presenting and communicating clearly to a large audience including senior management.

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

• Operate PC and product test equipment more than 75% of work time in an alternating sedentary.
• 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.
• High level of visual acuity, numeric/character distinction and moderate color distinction for accurate test equipment operation, for information analysis and error recognition.
• High hand/finger dexterity with fine motor coordination skills to perform electronic component repair work.
• 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.