Senior Executive, Aftersales Technical Support
Job Description
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
More Info
Job Type:
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Key Skills
service quality management
product troubleshooting
About Company
Samsung Electronics is a global leader in technology, opening new possibilities for people everywhere. Through relentless innovation and discovery, we are transforming the worlds of smartphones, TVs, wearable devices, tablets, digital appliances, network systems, medical devices, semiconductors, LED solutions and Internet of Things.
Skills:
Power Automate, Uat, Requirements Gathering, JIRA, Data Cleansing, Python, Process Mapping, Trend Analysis, Management Reporting, Reporting, Stakeholder Management, Workflow automation, System Implementation
Skills:
Trend Analysis, Anti-Money Laundering
Skills:
channel partner management, marketing deliverables management, Relationship Building, sales collaboration, Campaign Management, Kpi Monitoring, strategic marketing programs
Skills:
Automation, Root-Cause Analysis, Regulatory Compliance, Process Optimisation, Risk Management, Process Mapping, Digitalisation, Control Enhancement, System Implementation
[LTA-DPO] SENIOR/ EXECUTIVE ENGINEER, SYSTEM ASSURANCE AND ARCHITECTURE (TEST)Land Transport Authority
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Skills:
System Integration Testing, test automation, Performance Tuning, Test Execution, Programming Languages, User Acceptance Testing, Performance Testing, Test Planning, test reviews, Micro-payments Automatic Fare Collection systems using Smart Cards, Root Cause Analysis, traceability to requirements