Position SummaryThis role is not eligible for immigration sponsorship
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Role and ResponsibilitiesEssential Duties and Responsibilities:- Provide on-site brand ambassador role as a representative of Samsung B2B Care
- Receiving and providing solutions for site escalations, and navigate to internal team and relevant department to close the escalations
- Regional customer relationship management
- Joint collaboration with service account manager and sales team to represent Samsung for existing business review as well as supporting new Business Opportunity (BO)
- Provide on-site, engineering level support for Samsung visual display products and services
- Provide training, performance evaluations, reporting and real-time technical support for Samsung service teams and service partners
- Support the development, proof of concept, implementation and long-term operations of new and existing Samsung professional services
- Communicate and coordinate with customers and internal Samsung teams to investigate and resolve potential quality concerns
- Develop, coordinate and manage small to medium sized service related projects
- Develop and present engineering level documentation related to various support activities
- Represent Samsung Customer Service in a professional manner
- Travel by ground and/or air to work in diverse work environments throughout the U.S.
- Be prepared to travel with short notice, with a maximum of 80% travel possible
- Periodically provide after hours and/or weekend support to accommodate customer schedules
- Maintain a functional home office to support a professional and effective work environment
- Perform all duties and responsibilities while traveling and working outside of the home office
- Physically carry products, parts, tools and ladders to and from the vehicle and the work site
- Work at heights, safely utilizing Ladders, lifts, and booms, when required
- Lift, carry and maneuver objects up to 65 pounds without assistance
Skills and QualificationsDegree/Background/Experience Required:- Bachelor's Degree (or equivalent experience) in Electronics Engineering Technology, Computer Engineering Technology, Business management, Hospitality, or similar Customer service
- Six (6) years of customer service experience supporting Audio / Visual products and systems
- Experience with installation, operation and support of digital signage products and complex audio visual presentation and automated control systems is a plus
- Strong preference with customer escalation support, customer facing role with customer centric mindset and strong soft skill
- Prefer experience with installing and supporting Samsung indoor and outdoor digital signage products, including Direct View LED, LFD, MagicInfo, Hospitality TV and PC monitors
- Current OSHA 30 job-site safety training certification a plus
- Proficient with computers, networking, operating system and various Microsoft Office products
- Familiar with a wide range of hardware and software troubleshooting technologies and tools
- Proficient with, and able to safely use, hand tools and power tools
- Read and interpret electronic schematics and architectural blue prints
- Must be self-motivated, organized and able to work without direct supervision
- Demonstrates clear and effective written and verbal communication skills
- Demonstrates professionalism when interacting with customers, employees and colleagues
- Demonstrates leadership and teamwork skills
- Demonstrates effective technical training skills
- Possess a valid driver's license and is a safe driver
Life @ Samsung - https://www.samsung.com/us/careers/life-at-samsung/
Benefits @ Samsung - https://www.samsung.com/us/careers/benefits/
Regular full-time employees (salaried or hourly) have access to benefits including: Medical, Dental, Vision, Life Insurance, 401(k), Employee Purchase Program, Tuition Assistance (after 6 months), Paid Time Off, Student Loan Program (after 6 months), Wellness Incentives, and many more. In addition, regular full-time employees (salaried or hourly) are eligible for MBO bonus compensation, based on company, division, and individual performance.
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