Job Description

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\xe2\x80\x99s
• Analysis, sharing root cause, improvement plan setup, best practice sharing
• Able to provide minor troubleshooting and assisting on product related issues
• Provide Technical assistance on Samsung Products 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 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

• Support On-site or In-Home Products service/repair activities when required
• Support Service content review, Engineer Motivation

Project Management

• Participating in ad-hoc projects related to service operation
• Follow up on task assignment, coordinate with relevant parties
• Regular update task progress and challenges or opportunities / alternative solution to management

Skills and Qualifications

• At least 3 years\xe2\x80\x99 experience in Mobile Electronics and Consumer Electronics after sales industry and customer centric environment
• Technical and product knowledge with troubleshooting skillset
• Experience on 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