Professional II, CS Technical Support
On-sitePlano, Texas, United States
Job Summary
Manage new product introduction quality evaluations, post-launch field support, and firmware/software testing for Samsung Commercial Display products. Conduct NPI product testing, develop detailed test cases, and travel overseas to evaluate early production lots with design and factory teams. Perform commercial display quality analysis by reviewing service data, creating service bulletins, and providing on-site corrective actions for field issues. Support technical call centers with repair training, document troubleshooting procedures, and analyze root causes for repeat repairs. Manage firmware QA before release, track VOC, and report quality trends to drive continuous improvements in product usability and performance.
Required Qualifications
- Bachelor's Degree or higher in Engineering
- 4+ years of experience in a Consumer Electronic product support or service support role
- Knowledge of 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
Desired Qualifications
- Commercial Display experience
- 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
- 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
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