- Provide engineering support, root cause analysis and corrective actions for complex product field quality issues
- Ensure frontline support quality by developing service bulletins, training and other documentation to support field technicians, field engineers and contact center.
- Defective parts quality analysis and reporting
- Analyze data to track quality and create reports to support quality KPI initiatives
- Create content to enhance the ability of field service technician personnel to perform reliable repairs.
- Support technical support and triage teams with ongoing service documents and training
- New Product Introduction testing and serviceability evaluations for continuous improvements in product quality, product usability and performance
- Develop new product quality monitoring plan to work with R&D on addressing initial quality issues
- May require travel overseas to meet with design, R&D, and factory locations for product evaluation, training and quality review
- Bachelor's Degree or higher in Engineering required, from an accredited college or university
- Minimum with 6 years of experience in a Commercial or Consumer Electronic post sale product or service support role. Display experience is preferred.
- Self-directed, self-motivated and results-oriented who is proficient in MS Office suite with high level skill in Excel
- Excellent verbal and written communication skills
- Proficient in large data analysis: the ability to gather and analyze large amount of data from multiple sources
- Lift, move, or adjust general TV related test equipment, TV boxes/packages, supplies, materials or products weighing up to 80 pounds using proper materials handling equipment and procedures.
- High level of visual acuity, numeric/character distinction and high level color distinction for accurate determining uniformity, for information analysis and error recognition.
- The ability to develop and maintain excellent working relationships with various groups including Product Marketing, Sales, customers, servicers, and System Integrators.
- The ability to develop and maintain excellent working relationships with peers and leadership within the department. Team players only.
- The ability to plan, organize and prioritize multiple assignments and projects.
- Ability to solve problems of differing situations requiring creativity to search for solutions among previous experiences
- Team oriented, but able to work independently and manage multiple tasks
- Operate PC and product test equipment in a predominantly sedentary environment.
- High hand/finger dexterity with fine motor coordination skills to perform electronic component repair work.
- Machines, tools, equipment, and work aids representative and commonly associated with electronic component test, assembly and repair work including test equipment, testing devices, technician hand tools, and cables.
- Ability to travel up to 20%
Display Product Support Engineer - Ridgefield Park, United States - Samsung Electronics America North America
Description
Reports to: Director, B2B Technical Support Reporting Location: 55 Challenger Road, Ridgefield Park, NJ (Monday – Thursday In office Schedule Required) Headquartered in Ridgefield Park, N.J., Samsung Electronics America, Inc. (SEA) is a leader in mobile technologies, consumer electronics, home appliances and enterprise solutions. From our humble beginnings to our position today as a tech leader, our passion for innovation has been the common thread throughout our history. We've grown into one of THE most recognized global brands. We consider ourselves "relentless pioneers" that push boundaries and defy barriers. The company pushes beyond the limits of today's technology to provide groundbreaking connected experiences across its large portfolio of products and services, including mobile devices, home appliances, home entertainment, 5G networks, and digital displays. As EPA's ENERGY STAR Corporate Commitment Partner, SEA is dedicated to making a positive impact on the environment through its eco-conscious products, practices, and operations. People| Excellence | Change | Integrity | Co-prosperity The Display Product Support Engineer will be responsible for the overall post sales product support of Samsung B2B Display products. Products include our industry leading Smart Signage, Smart Hospitality TV, Smart Desktop Monitor lineups as well as our exciting indoor and outdoor LED products including The Wall. The incumbent will drive communications and establish strong relationships between cross-functional teams, domestically and internationally. These include production factories, contact centers and development (R&D) teams. This role is accountable for providing technical detailed information to make decisions that affect the cost of product quality and service. The Display Product Support Engineer will also be focused on the management of post sales field quality, root cause analysis, and firmware/software quality assurance.