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Senior Executive, Aftersales Technical Support
2 weeks ago
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’s
- Analysis, sharing root cause, improvement plan
- Able to provide minor troubleshooting and assisting on product related issues
- Provide Technical assistance on Mobile Products (Mobile phone, Tablet, Wearables) or CE Products (VD & DA) 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 or CE 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
- Attend On-site Premium Products/SmartThings service/repair activities when required
- Attend On-site job related to PL (Product Liability)
- Assisting on stock counting of In House consignment stock
- Assisting on bi-annual parts stock counting in warehouse
- Support scrapping of used product / parts at In-House office
- Support 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 environment
- Technical and product knowledge with troubleshooting skillset
- 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
