Specialist II, Field Support
Samsung
- Mississauga, ON
- Permanent
- Full-time
- Fantastic employee discount on all Samsung products
- Competitive Salary and Performance based incentive plan for all levels
- Employer paid Medical and Dental coverage from day one
- Group RRSP plan that helps you save for the future
- Free on-site gym to get your sweat on
- Subsidized Cafeteria; including free Starbucks coffee/latte machine
- 4-day in-office work schedule Monday through Thursday – with Friday remaining a flex day to work from home
- Tuition Reimbursement to keep you learning/Access of Samsung U for 24/7 online learning
- Employee Referral program- we want great talent like you!
- Virtual Pet Care-to ensure the well-being and health of your beloved furry companions!
- Additional Well Being Days for better work life-balance!
- Provides technical support to Authorized Service Centers thru tel., email, SAW (Service Action Workflow) & fax
- Working in conjunction with and providing strategic support to the CE sales and Product Management teams
- Responsible for Branded Engineer Expansion converting more ASCs to Samsung Branded Engineers
- Ability to generate KPI reporting within (SELF, GCIC, SAP and GSPN) internal systems, daily micromanagement of ASC KPI performance and interaction with ASC partners
- Service PIC for Service contract management, audit and uploading contracts in ECMS
- Assisting Service Management by performing online or onsite ASC yearly audits
- Review Daily / Manage LTP ( Long Term Pending) & C-RRR( Repeat Repair ) , NPS ( Net Promoter Score ) issues and provide support resolutions to ASC’s
- Lead VOC Emergency process team for identification, action, resolution and prevention of future issues
- Expanding Service Network coverage to support capacity growth, achieving 100% coverage
- Responsible for Branded Engineer Expansion converting more ASCs to Samsung Branded Engineers
- Expanding Quality and ESG tools and programs such as HASS ( DA ) and Eco Component Repair ( VD)
- Conduct ASC yearly audits and reporting back to NAHQ / CSHQ on results
- Seek improvement areas and inefficiencies within our ASC network and develop improvement plans, strategies while presenting them to the Service Management team
- Ability to deal with difficult and demanding consumers and service partners
- Provide parts information to ASC Field technicians, Research/Escalate part problems received from Field technicians
- Access new product information and prepare training for service partners
- Prepare and deliver training programs to the Service network on a National scale. Ensure that all the necessary product technical & repair information are made available to service partners
- Manage quality issues when resolutions are not in place, work with HQ & Various teams for resolutions
- Monitor Product quality to ensure best in class service & Product experience
- Support and coach ASC staff to ensure efficient repairs in the quickest time possible way
- Support to Contact Centre with required product information
- Plan consistent support and cooperation of the 3rd party service network to achieve difficult KPI’s
- Deal with the day to day higher level issues that need to be resolved for the ASC’s Develop programs and processes that will ensure ASC Service Support calls are consistently handled more effectively and the overall quality of the repairs are increased to industry benchmark levels
- Ensure that all CE Service KPI’s are met, mandated by HQ
- Access to detailed “repair type” information, by product and inquiry. Useful to action issues that will reduce the number of service calls and increase customer satisfaction
- Reduce the overall CE service expenses while simultaneously improving repair quality and customer service
- Perform miscellaneous customer service and technical support duties assigned by Senior Management
- Access to new product information and products for use as samples for training and with assisting the ASC’s
- Managing quality issues when resolutions are not in place
- At times having to deal with difficult and demanding consumers and retail partners
- Ability to achieve difficult KPI’s by gaining the consistent support and cooperation of the 3rd party service network
- Access to detailed “repair type” information, by product and inquiry. Useful to action issues that will reduce the number of service calls and increase customer satisfaction.
- Minimum Post-Secondary education preferred
- Above average customer service skills
- Good negotiating skills
- Technically inclined
- Motivated with excellent time management skills
- 3-5 years’ experience as technical trainer, product support specialist, or as a field or lab technician preferred
- 3-5 years of technical support experience with Consumer Electronic products preferred
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