Senior Director, Product Support

Position Summary

Making the future is everyday life at Samsung. We’re seeking innovators who are called to not just change the world, but build a better one. We enable the best technology hardware on the planet, but our best is always a prototype for something better and our people thrive with a driven mindset – better builds on better. 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.Position Overview:Consumer Electronics (Home Appliance, Home Entertainment) product quality sensing and developing solutions during the pre & post product launches. Help control and improve product ASR (Annualize Service Ratio / Defective rate), recommend design changes that improve product quality, repair ability and usability. Identify issues as early in the product lifecycle as possible and determine root cause and corrective action. Work with research & development teams on initial early quality issues and improvements (running changes and product design). Identify top field issues and develop & distribute field fix/solutions that reduce the opportunity for repair error. Represent the company as the subject matter expert with internal steak holders (Sales & Marketing) and external customers. Represent the company from technical perspective with mess media and government agencies such as CPSC.

Role and Responsibilities

• Pre-production model evaluation (Product testing in the lab, Field test at user environment) and produce detail evaluation report for factory R&D and Sales team.
• Operate & manage pre-production sample field test (User environment testing)
• First 100 day quality sensing process (Capture all quality issues from social media, customer product review at retail website, call center, 100% of all repair jobs and Technical Call center)
• Develop technical triage contents and training materials for certified Samsung field technicians.
• Field defect product evaluation (both H/W & S/W) & root cause analysis.
• Recommend design & feature changes based on the learnings from detail analysis. Develop and test field fix solutions, collaborate with field service team on technical content creation, technician training material / jig development
• Provide regular updates including severity of quality issue to Sales/Marketing leadership that could drive future purchase decision.
• Participate and lead Executive PMO groups on product quality issues.
• Manage Samsung’s dedicated field tech’s certification and training program.
• Operate and manage medium size Technical Call Center.
• Manage and operate repeat repair prevention task

Skills and Qualifications

Excellent verbal and written skills for both internal leadership presentation & government agencies like CPSC. To draw ideal solution/answers from GBM quality/R&D team, strong analytical and negotiation skill is required.  Ability to use data and logic to support arguments.
Demonstrated ability to interact at all levels within customer’s organizations. The ability to negotiate with and convince others, in a potentially adversarial environment, including customer leadership, directors and managers with opposing views to accept/approve plans, technical and project recommendations. The ability to plan, organize and prioritize multiple strategic programs and simultaneous performance objectives. The ability to write, read, interpret, explain and act based on a thorough understanding of technical documents, engineering materials and contracts or related documents.  Ability to make professional sales and business presentations in writing, through email, reports, or orally, including complex business and technical matters to an audience of high technical skills, management and operational experience. Ability to support a cross-functional Samsung team to achieve customer contracted objectives and specific team goals within established time frames and requirements.  Assist in and if needed direct the Samsung team in lab and field trials related to introduction of products sold to the customer.
Physical/Mental Demands:
Work is generally performed in an office environment. Operate a computer keyboard and view a video display terminal between more than 50% of work time, including prolonged periods of time. Requires considerable work utilizing high visual acuity / detail, numeric / character distinction and moderate hand / finger dexterity. The movement and transportation of equipment, most of the time is under 25 pounds. Performs work under time schedules and stress which are normally periodic or cyclical, including time sensitive deadlines, intellectual challenges and project management deadlines. Machines, tools, equipment, and work aids include PC’s, printers, copiers, faxes and other equipment commonly associated with an office work area. May require working additional hours beyond normal schedule. Travel varies depending on position.

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COVID-19 Vaccine Mandate
Samsung Electronics America requires all employees to be fully vaccinated against COVID-19, unless a medical or religious exemption, or an exemption required under state/local law, is approved. Offers of employment are contingent upon proof that a candidate is fully vaccinated or qualifies for an exemption.  More details on how to apply for an exemption are provided after the application process is complete.
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 [email protected] for assistance. This number is for accommodation requests only and is not intended for general employment inquiries.

Samsung Electronics America