Position SummaryThis role is not eligible for immigration sponsorship
Role and ResponsibilitiesResponsible for the overall management and leadership of ensuring the products of Samsung Electronics America operate to top quality standards, this role will manage product quality through field sensing and monitoring early warning indicators, and SEA communication activities to ensure customer satisfaction. The Quality Planning role will assume full responsibility for reporting SEA quality metrics and identifying areas for continuous improvement. This role will also manage teams with focus on policy and strategy implementation and control with development; short-term operational/tactical responsibilities. This role is accountable for providing sufficient information for higher autonomy to make decisions that affect the cost of product quality and service.
Role & ResponsibilitiesOther duties may be assigned. In this position, either directly or through others, the incumbent will:
- Develop, Manage and Lead Quality Management team.
- Provide strategic direction of the Quality function as it relates to SEA's business strategy.
- Identify quality KPI performances to ensure maximum customer satisfaction.
- Manage daily activities of product sampling to verify performance through established procedures via analysis
- Takes ownership for sustaining quality of post launch products through driving resources toward effective resolution of failures or issues. Tracks performance of products repairs by utilizing project management tools, methods, and scheduling.
- Conducts processes and procedures to ensure and expedite resolution of product issues.
- Create standard reports, compile data, and provide information for the effective communication of test results, laboratory and production/test team performance. Gather and analyze weekly/monthly data from each carrier for quality concerns.
- Has responsibility for the operational performance of the department. Directs the resolution of complex operational and organizational problems.
- Lead the task force team, identify opportunities to improve service and reduce returns/bounce. Develop strategies for improvement, communication, process documentation
- Interacts with all levels within SEA organization, HQ, and customer organizations to identify root cause and corrective actions for issues identified / interacts with all levels within STA organization and within customer organizations to identify, track, and work to resolve product quality issues and risk factors for subsequent performance in the field
- Manage and analyze the customer-provided data for bounce returns - reporting on trends, issue resolution, tactical changes. Root cause analysis. Ensure data collected is maintained and processes are in place for clear and accurate reporting of all key quality metrics
- Develop and maintain regular reporting on KPIs, improvements, trends, and other repair activities / maintains and improves the work documentation for all product inspection procedures used in service centers
- Quality assurance, SOPs: develop and ensure quality processes are in place for any special/additional handling required of product prior to shipment to the customer. Implement statistical process controls/processes into the operation to drive sustainable improvement
- The ability to develop and maintain excellent working relationships with multiples levels within the company 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.
- The ability to gather and analyze data from multiple sources, prepare spreadsheets, charts, graphs and tables of information and to plan and prioritize multiple work assignments.
- 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.
Skills and Qualifications- Bachelor's Degree or Master's degree preferred, from an accredited college or university, or equivalent work experience in the Mobile Telecommunication industry.
- Should have a minimum of 12-15 years in technical mobile telecommunications and quality management experiences with the ability to lead others as well as leadership directing employee's daily work activities
- Must have experience setting up Quality/Sustaining engineering processes and procedures.
- Expertise in quality measurement, product management and/or customer service required.
- Experience researching and resolving customer technical complaints and issues.
- Proven ability to coach and course correct for results
- Proven extreme detail oriented to recognize accuracies and inaccuracies / to report results
- Proven experience planning, monitoring and managing departmental budget.
- Proven experience documenting SOP and reporting trends.
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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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 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.
