Position SummaryThis role is not eligible for immigration sponsorship
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 ResponsibilitiesKey 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 QualificationsQualifications:- 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.
#LI-Onsite#LI-BC1Life @ 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 12 months), Paid Time Off, Student Loan Program (after 12 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.
To ensure a fair and transparent recruitment process, please do not use GenAI tools during your interview unless explicitly permitted; failure to adhere to these guidelines may result in disqualification from the recruitment process.
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