Position SummaryThe Product Support Engineer role is responsible for the overall management and leadership to ensure Samsung Electronics America (SEA) Commercial Display 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 service-related 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 ResponsibilitiesThe main function of the Commercial Display 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 Prior to Market Launch NPI product testing and serviceability evaluations for continuous improvements in product quality, product usability and performanceDevelopment of detailed test cases and test plans/scriptsEarly production quality evaluations including 1st lot product quality checkTravel overseas to meet with design, R&D, and factory locations for product evaluation, training and quality reviewSupport early production field test activities and work with GBM on addressing top quality issuesProvide technical repair training and content to training team and support technician/servicer training events as neededCreate service repair documentations for Samsung Authorized Service CentersDevelopment of detailed test cases and test plansConfirm compatibility with various external devices customers useField Support Perform Commercial Display quality testing and analysis by thoroughly reviewing service dataDevelop service bulletins and training documents related to new Commercial Display issuesField issues support and analysis including travel on-site to customer location to inspect defective product and provide appropriate corrective actions and solutionsProvide engineering support and apply effective root cause analysis and corrective actions for resolving complex quality Commercial Display field issues reported to Technical Call CenterNew and defective parts retrieval, quality analysis and reportingAnalyze Service quality and report reasons for repeat repair (REDO) and provide corrective actionsCheck quality issue on spare parts which may exhibit same risk/symptom as defective Commercial DisplayTechnical assistance for Commercial Display launching events from PR and Marketing/SalesManage and perform firmware/software quality assurance testing on post-production Commercial Displays before official releaseResearch and collect Commercial Display VOC for strategic implementationTrack the effectiveness or side effect of countermeasures created during NPI stageData, reporting and quality trend analysisCreate 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 Samsung Authorized Service Centers and Technical Call Center with ongoing service documents and trainingAnalyze, track and report reasons for repeat repair (REDO) and provide corrective actionSupport training team on product repair training and training content developmentSkills and QualificationsMinimum Qualifications:Bachelor’s Degree or higher in Engineering required, from an accredited college or universityMinimum with 4+ years of experience in a Consumer Electronic product support or service support role. Commercial Display experience is preferred.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 departmentAbility to work cooperatively and to occasionally interface with senior management for technical information exchangeWork 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 interestsAbility to solve problems of differing situations requiring creativity to search for solutions among previous experiencesAbility 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 tacticalExcellent verbal and written communication skillsClient service driven with excellent relationship management skillsAbility to facilitate collaboration with diverse groups/stakeholdersTeam oriented, but able to work independently and manage multiple tasksSelf-directed, self-motivated and results-orientedPreferred Qualifications:Proficient in large data analysis: the ability to gather and analyze large amount of data from multiple sourcesProficient in MS Excel: prepare tables/spreadsheets of information using macros, pivots, charts, graphs, determine and measure KPIs, plot performance trends, and prioritize multiple work assignmentsProficient 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.#[LI WRAPPERS]Life @ Samsung - https://www.samsung.com/us/careers/life-at-samsung/Benefits @ Samsung - https://www.samsung.com/us/careers/benefits/* Please visit Samsung membership to see Privacy Policy, which defaults according to your location. 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