Technical Support, Assistant Manager

2 weeks ago


Singapore Samsung Electronics Singapore Pte. Ltd. Full time

Job Description

Service Quality Management

  • Monitoring and Reporting of service KPI's
  • 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 Mobile Products (Mobile phone, Tablet, Wearables) 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 (Mobile phone, Tablet, Wearables) 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 setting up and troubleshoot of repair facilities in repair center
  • Support 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

Requirements

  • At least 5-7 years of experience in Mobile Electronics and 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

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