Senior Executive, Aftersales Technical Support

Position Overview

• Act as the primary point of contact between Authorized Service Centers, the Contact Center, and the HQ team for all technical inquiries.

• Take ownership of Product Quality issues.

Key Responsibilities

Service Quality Oversight

• Monitor and report on service KPIs.
• Analyze data, identify root causes, and develop improvement plans.
• Provide minor troubleshooting and support for product-related challenges.
• Offer technical support for Mobile Products (Mobile phones, Tablets, Wearables) and Consumer Electronics (VD & DA) to our Authorized Service Centers and Contact Centers.
• Ensure a high standard of service quality is maintained to enhance the Samsung customer experience.
• Conduct training sessions and share knowledge with Service Centers and Contact Centers.

Quality Assessment

• Evaluate the quality of Mobile and CE products.
• Share insights and collaborate with factories on improvement initiatives.
• Track quality issue trends and report findings to management.
• Monitor the status of new models.
• Coordinate with HQ and follow up on quality-related issues.

Additional Responsibilities

• Participate in on-site service and repair activities for Premium Products/SmartThings when necessary.
• Engage in on-site tasks related to Product Liability (PL).
• Assist with stock counting for in-house consignment inventory.
• Help with bi-annual parts inventory counts in the warehouse.
• Support the scrapping process for used products/parts at the in-house office.
• Assist with product quality inspections and rework as needed.
• Contribute to other ad hoc projects as required.

Qualifications and Skills

• Minimum of 3 years of experience in the electronics after-sales industry and a customer-focused environment.
• Strong technical and product knowledge along with troubleshooting skills.
• Experience delivering technical training to vendors.
• Proficient in data analysis, report generation, and communicating actionable insights to subsidiaries and management.
• Excellent problem-solving abilities, including prioritization, critical thinking, and hypothesis development.
• Self-motivated, organized, and capable of working independently.
• Exceptional multitasking and collaboration skills.