Position Summary
You will serves as liaison between Authorized service center, Contact center and HQ team on all technical related matters
You will be responsible for Product Quality matters
Role and Responsibilities
Service Quality Management
- Monitoring and Reporting of service KPI's
- Analysis, sharing root cause, improvement plan
- Able to provide minor troubleshooting and assisting on product related issues
- Provide Technical assistance on Mobile Products (Mobile phone, Tablet, Wearables) or CE Products (VD & DA) to our Authorized Service Centre and Contact Centre
- Ensures high level of quality service is achieved so as to enhance Samsung customer experience
- Conduct product training and transfer knowledge to Service Centre and Contact Centre
Quality Monitoring
- Monitoring of Mobile product or CE product quality
- Sharing insights information, co-worked with factory for improvement plan
- Observe quality issue trend and report to management
- New model status monitoring
- Liaising with HQ and follow up quality related matters
Other Activities
- Attend On-site Premium Products/SmartThings service/repair activities when required
- Attend On-site job related to PL (Product Liability)
- Assisting on stock counting of In House consignment stock
- Assisting on bi-annual parts stock counting in warehouse
- Support scrapping of used product / parts at In-House office
- Support on product quality inspection and rework
- Assist in other ad hoc projects as and when required
Skills and Qualifications
- At least 3 years experience in Electronics after sales industry and customer centric environment
- Technical and product knowledge with troubleshooting skillset
- Conducting Technical training to vendors
- Experience in data analyzing , produce report and communicating actionable insights to subsidiaries and management
- Good problem solving skills such as prioritization, critical thinking and hypothesis development
- Must be self-motivated, organized, and able to work without direct supervision
- Outstanding multi-tasking and teamwork capabilities
