• Job Description

  Req#: R92432

  Position Summary

  Headquartered in Ridgefield Park, N.J., Samsung Electronics America, Inc. (SEA) is a leader in mobile technologies, consumer electronics, home appliances and enterprise solutions. From our humble beginnings to our position today as a tech leader, our passion for innovation has been the common thread throughout our history. We’ve grown into one of THE most recognized global brands. We consider ourselves “relentless pioneers” that push boundaries and defy barriers. The company pushes beyond the limits of today’s technology to provide groundbreaking connected experiences across its large portfolio of products and services, including mobile devices, home appliances, home entertainment, 5G networks, and digital displays. As EPA’s ENERGY STAR® Corporate Commitment Partner, SEA is dedicated to making a positive impact on the environment through its eco-conscious products, practices, and operations.
  
  People | Excellence | Change | Integrity | Co-prosperity
  
  Position Summary
  Responsible for the overall management and leadership to ensure Samsung Electronics America (SEA) TV and Home Electronic products operate according to the highest quality standards and product service/repair procedures are highly effective. This role will assume full responsibility and management of all testing activities from cradle to grave. The incumbent will drive clear communication and establish strong relationships between cross-functional teams, domestically within SEA and internationally with production factories, Samsung Korea customer service and development (R&D) teams. This role is accountable for providing sufficient information for higher autonomy to make decisions that affect the cost of product quality and service.

  Role and Responsibilities

  The main function of the TV Product Support Engineer is focused on the management of new product introduction (NPI) product quality evaluations, post launch field quality support, and firmware/software updates quality assurance testing. In this position, other duties may be assigned, either directly or through others.

  • NPI Product Quality Evaluations Prior to Market Launch
    • NPI product testing and serviceability evaluations for continuous improvements in product quality, product usability and performance
    • Development of detailed test cases and test plans/scripts
    • Early production quality evaluations including open box experience testing (OBE) at the TV factories (SAMEX and SEHC)
      • Travel overseas to meet with design, R&D, and factory locations for product evaluation, training and quality review
    • Support early production field test activities and work with GBM on addressing top quality issues
    • Provide technical repair training and content to training team and support technician/servicer training events as needed
    • Create service repair documentations for Samsung Authorized Service Centers
    • Development of detailed test cases and test plans
    • Confirm compatibility with various external devices customers use

  • Field Support
    • Perform TV quality testing and analysis by thoroughly reviewing call service data
    • Develop service bulletins and training documents related to new TV issues
    • Field issues support and analysis including travel on-site to customer location to inspect defective product and provide appropriate corrective actions and solutions
    • Provide engineering support and apply effective root cause analysis and corrective actions for resolving complex quality TV field issues reported to Call Center, Tech Support and VOC team
      • New and defective parts retrieval, quality analysis and reporting
    • Analyze Service quality and report reasons for repeat repair (REDO) and provide corrective actions
      • Check quality issue on spare parts which may exhibit same risk/symptom as defective TV
    • Technical assistance for TV launching events from PR and Marketing/Sales
    • Manage and perform firmware/software quality assurance testing on post-production TVs before releasing on Samsung.com and server
    • Research and collect TV VOC for strategic implementation
    • Track the effectiveness or side effect of countermeasure created during NPI stage

  • Data, reporting and quality trend analysis
  • Create content to enhance the ability of field service technician personnel to perform reliable repairs. This will include troubleshooting techniques and tips and repair procedures.
  • Support “Technical Support” and “Triage” teams with ongoing service documents and training
  • Analyze, track and report reasons for repeat repair (REDO) and provide corrective action
  • Support training team on product repair training and training content development

  Skills and Qualifications

  • Bachelor’s Degree or higher in Engineering required, from an accredited college or university
  • Should have a minimum of 4 + years’ experience in the consumer electronics industry
  • Must report 4 days into office at 55 Challenger Road, Ridgefield Park, NJ

  Necessary Skills and attributes

  • Minimum with 4+ years of experience in a Consumer Electronic product support or service support role. TV experience is preferred.
  • Knowledge of home network infrastructure. Specifically, Wi-Fi, Bluetooth and other methods to connect products to each other, as well as to home networks.
  • The ability to develop and maintain excellent working relationships with multiples levels within the company including Product Marketing and sales, 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
  • 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.
  • The ability to read, write, follow detailed technical instructions and interpret engineering specifications, materials or related documents.
  • Exposure to confidential data where disclosure is detrimental to the Company’s interests
  • Ability to solve problems of differing situations requiring creativity to search for solutions among previous experiences
  • Ability to negotiate on behalf of function to come to agreement by managing communications through discussions and compromise; issues are short-term operational and medium-term tactical
  • Excellent verbal and written communication skills
  • Client service driven with excellent relationship management skills
  • Ability to facilitate collaboration with diverse groups/stakeholders
  • Team oriented, but able to work independently and manage multiple tasks
  • Self-directed, self-motivated and results-oriented

  Other Required Skills

  • Proficient in large data analysis: the ability to gather and analyze large amount of data from multiple sources
  • Proficient in MS Excel: prepare tables/spreadsheets of information using macros, pivots, charts, graphs, determine and measure KPIs, plot performance trends, and prioritize multiple work assignments
  • (not sure this is so important for PS role).
  • Proficient in the main MS Office suite of tools including MS Outlook, MS Word and MS PowerPoint and be comfortable with presenting and communicating clearly to a large audience including senior management.

  Physical/Mental Demands and Working Conditions The position requires the ability to perform the essential duties and responsibilities in the following environment:

  • Operate PC and product test equipment more than 75% of work time in an alternating sedentary and highly mobile position.
  • Lift, move, or adjust general TV related test equipment, TV boxes/packages, supplies, materials or products weighing up to 50 pounds using proper materials handling equipment and procedures.
  • High level of visual acuity, numeric/character distinction and moderate color distinction for accurate test equipment operation, for information analysis and error recognition.
  • High hand/finger dexterity with fine motor coordination skills to perform electronic component repair work.
  • 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.

  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.

  * Please visit Samsung membership to see Privacy Policy, which defaults according to your location. You can change Country/Language at the bottom of the page. If you are European Economic Resident, please click here .

  At Samsung, we believe that innovation and growth are driven by an inclusive culture and a diverse workforce. We aim to create a global team where everyone belongs and has equal opportunities, inspiring our talent to be their true selves. Together, we are building a better tomorrow for our customers, partners, and communities.

  * Samsung Electronics America, Inc. and its subsidiaries are committed to employing a diverse workforce, and provide Equal Employment Opportunity for all individuals regardless of race, color, religion, gender, age, national origin, marital status, sexual orientation, gender identity, status as a protected veteran, genetic information, status as a qualified individual with a disability, or any other characteristic protected by law.

  Reasonable Accommodations for Qualified Individuals with Disabilities During the Application Process

  Samsung Electronics America is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application process. If you have a disability and require a reasonable accommodation in order to participate in the application process, please contact our Reasonable Accommodation Team (855-557-3247) or SEA_Accommodations_Ext@sea.samsung.com for assistance. This number is for accommodation requests only and is not intended for general employment inquiries.

• About the company

  Samsung is committed to complying with local laws and regulations as well as applying a strict global code of conduct to all employees. It believes that ethical management is not only a tool for responding to the rapid changes in the global business environment, but also a vehicle for building trust with its various stakeholders including customers, shareholders, employees, business partners and local communities. With an aim to become one of the most ethical companies in the world, Samsung continues to train its employees and operate monitoring systems, while practicing fair and transparent corporate management.

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