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Assistant Manager, Technical Support Engineer (Customer Service - AV) at Samsung Electronics
Dubai, United Arab Emirates
Job Descrption
Position Summary
• Contribute to successful product launch in the market• Contribute to increase sales conversion through service touch points channels
• Monitor/Reporting any early product quality warning
• Provide training and share “know how” to service partners
• Maintain positive KPIs and analyze/report abnormalities
• Add vlaue to customer’s experience through differentiated activites
• Initiate “Special “Care” program to customers “Premium Products”
• Detect/Mitigate business risk actitivty and report periodically
Role and Responsibilities
Product Launch
- [Operation Readiness] Perform product/service launch plan by timeline (Contents, Parts, tools, training etc.)
- [Early Warning] Monitor/Report any potential product quality issue with systematic risk sensing and reporting
- [Pro-active solution] Analyze defect symptom & provide necessary solutions to customers on timely manner
- [System & Tool development] Develop process or JIGs to provide prompt technical solution
[Technical Operation] Ensure healthy technical operation
- [On-line Contents] Create/distribute help contents to strengthen self-service for end users and advanced repair skills for Samsung engineers
- [Technical Training] Prepare product training manuals & Conduct On site/ Online training as per annual training calendar
- [Re-do] Analyze and solve repetitive repairs and multiple defects resulted from service failure
- [No Parts usage] Reduce service costs by analyzing No Part Used cases and develop an improvement measure by finding the reason
Skills and Qualifications
- 5 to 7 years of experience in Product Support/ Customer Service with a reputed Company
- GCC market knowledge is preferable
- Bachelor degree in Electronic Engineering
- Strong communications skills
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