Senior Executive, Aftersales Technical Support (2yrs Contract)

Samsung Electronics


Date: 3 days ago
Area: Pasir Panjang, Central
Contract type: Full time
Position Summary
  • You will serves as liaison between Authorized service center, Contact center and HQ team on all technical related matters
  • You will be responsible for Product Quality matters
Role and Responsibilities Service Quality Management
  • Monitoring and Reporting of service KPI’s
  • Analysis, sharing root cause, improvement plan
  • Able to provide minor troubleshooting and assisting on product related issues
  • Provide Technical assistance on Mobile Products (Mobile phone, Tablet, Wearables) or CE Products (VD & DA) to our Authorized Service Centre and Contact Centre
  • Ensures high level of quality service is achieved so as to enhance Samsung customer experience
  • Conduct product training and transfer knowledge to Service Centre and Contact Centre
Quality Monitoring
  • Monitoring of Mobile product or CE product quality
  • Sharing insights information, co-worked with factory for improvement plan
  • Observe quality issue trend and report to management
  • New model status monitoring
  • Liaising with HQ and follow up quality related matters
Other Activities
  • Attend On-site Premium Products/SmartThings service/repair activities when required
  • Attend On-site job related to PL (Product Liability)
  • Assisting on stock counting of In House consignment stock
  • Assisting on bi-annual parts stock counting in warehouse
  • Support scrapping of used product / parts at In-House office
  • Support on product quality inspection and rework
Assist in other ad hoc projects as and when required Skills and Qualifications
  • At least 3 years’ experience in Electronics after sales industry and customer centric environment
  • Technical and product knowledge with troubleshooting skillset
  • Conducting Technical training to vendors
  • Experience in data analyzing , produce report and communicating actionable insights to subsidiaries and management
  • Good problem solving skills such as prioritization, critical thinking and hypothesis development
  • Must be self-motivated, organized, and able to work without direct supervision
  • Outstanding multi-tasking and teamwork capabilities
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