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’sAnalysis, sharing root cause, improvement planAble to provide minor troubleshooting and assisting on product related issuesProvide Technical assistance on Mobile Products (Mobile phone, Tablet, Wearables) or CE Products (VD & DA) to our Authorized Service Centre and Contact CentreEnsures high level of quality service is achieved so as to enhance Samsung customer experienceConduct product training and transfer knowledge to Service Centre and Contact Centre

Quality Monitoring

Monitoring of Mobile product or CE product qualitySharing insights information, co-worked with factory for improvement planObserve quality issue trend and report to managementNew model status monitoringLiaising with HQ and follow up quality related matters

Other Activities

Attend On-site Premium Products/SmartThings service/repair activities when requiredAttend On-site job related to PL (Product Liability)Assisting on stock counting of In House consignment stockAssisting on bi-annual parts stock counting in warehouseSupport scrapping of used product / parts at In-House officeSupport 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 environmentTechnical and product knowledge with troubleshooting skillsetConducting Technical training to vendorsExperience in data analyzing , produce report and communicating actionable insights to subsidiaries and managementGood problem solving skills such as prioritization, critical thinking and hypothesis developmentMust be self-motivated, organized, and able to work without direct supervisionOutstanding multi-tasking and teamwork capabilities

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