Specialist II, Field Support

At Samsung Electronics Canada, we take pleasure within the creativity and variety of our gifted folks – they’re on the forefront of every little thing we do. Their skillset and mindset drive our continued success. We wish the very best of the very best at Samsung to hitch our workforce, not simply those that match into our Tradition however those that will ADD to our Tradition and make Samsung a good higher place to work.

Did we catch your consideration but?

If you wish to work for some of the acknowledged manufacturers on the earth and one of many Prime 100 Employers in Canada…and have a ton of enjoyable…. then please preserve studying!

Our Perks:

• Improbable worker low cost on all Samsung merchandise
• Aggressive Wage and Efficiency based mostly incentive plan for all ranges
• Employer paid Medical and Dental protection from day one
• Group RRSP plan that helps you save for the longer term
• Free on-site health club to get your sweat on
• Backed Cafeteria; together with free Starbucks espresso/latte machine
• 4-day in-office work schedule Monday by means of Thursday – with Friday remaining a flex day to work remotely
• Tuition Reimbursement to maintain you studying/Entry of Samsung U for twenty-four/7 on-line studying
• Worker Referral program- we wish nice expertise such as you!
• Digital Pet Care-to make sure the well-being and well being of the one you love furry companions!

Present technical assist to Approved Service Facilities (ASCs) for House Electronics (HE) merchandise over the cellphone, electronic mail or by means of on-site visits. Be sure that the ASC community offers finest in school service for Samsung Shoppers and Retailers. House Electronics Division at Samsung consists of all client audio and video associated merchandise i.e. TVs, Soundbar, Projectors, House Theater, Audio system and so forth.

Ought to have the ability to develop coaching curriculum for all of the HE service suppliers. Additionally, be certain that all the mandatory product technical Coaching & Service manuals, Service-bulletins are made out there to our Approved service companions. Liable for discovering options for elements points and delays guaranteeing that merchandise are repaired to the best degree of buyer satisfaction. Enhance buyer loyalty and create advocates by means of valued and memorable customer support interactions. Decrease prices by engaged on packages on lowering service dispatches, stop No Elements Used / No Fault service calls, and cut back product defects and product returns.

Position and Obligations

Present technical assist to Approved Service Facilities through cellphone, electronic mail, SAW or by means of on-site go to.

Work along with and supply strategic assist to the Gross sales and Product Administration groups.

Lead VOC Emergency course of workforce for identification, motion, decision and prevention of future points.

Increasing Service Community protection to assist capability progress, attaining 100% protection.

Liable for Branded Engineer Growth by changing ASCs to Samsung Branded Engineers

Increasing High quality and ESG instruments and packages corresponding to HASS (DA) and Eco Part Restore (VD)

Conduct ASC yearly audits and reporting again to NAHQ / CSHQ on outcomes.

Search enchancment areas and inefficiencies inside our ASC community and develop enchancment plans, methods whereas presenting them to the Service Administration workforce.

Potential to take care of tough and demanding shoppers and repair companions.

Present elements data to ASC Subject technicians, Analysis/Escalate half issues obtained from Subject technicians.

Entry new product data and put together coaching for service companions.

Put together and ship coaching packages to the Service community on a nationwide scale. Be sure that all the mandatory product technical & restore data are made out there to service companions.

Handle high quality points when resolutions usually are not in place, work with HQ & Varied groups for resolutions.

Monitor Product high quality to make sure finest in school service & Product expertise.

Assist and coach ASC employees to make sure environment friendly repairs within the quickest time attainable method.

Overview Day by day / Handle LTP & C-RRR points and supply assist resolutions to ASC’s.

Assist Contact Centre with required product data

Cope with the day-to-day higher-level points that have to be resolved.

Develop packages and processes for ASCs that may guarantee ASC Service Assist calls are persistently & extra successfully dealt with; so, the general high quality of the repairs elevated to trade benchmark ranges.

Be sure that all CE Service KPI’s are met as mandated by HQ.

Entry to detailed “restore kind” data, by product and inquiry. Helpful to motion points that may cut back the variety of service calls and enhance buyer satisfaction.

Scale back the general CE service bills whereas concurrently enhancing restore high quality and customer support.

Carry out miscellaneous customer support and technical assist duties assigned by Senior Administration

Entry to new product data and merchandise to be used as samples for coaching and with aiding the ASC’s.

Handle high quality points when resolutions usually are not in place.

Potential to realize tough KPI’s by gaining the constant assist and cooperation of the third occasion service community.

Abilities and {Qualifications}

Schooling:
Minimal Put up-Secondary schooling most well-liked

Information:
Above common customer support abilities.

Good negotiating abilities.

Technically inclined.

Motivated with glorious time administration abilities.

Expertise:
3-5 years’ expertise as technical coach, product assist specialist, or as a area or Subject service technician most well-liked

3-5 years of technical assist expertise with Shopper Digital merchandise most well-liked

Samsung is an equal employment alternative employer.

Samsung has an lodging course of in place and offers lodging for job candidates with disabilities as applicable. Evaluation and choice supplies and procedures may be made out there in accessible codecs and strategies as applicable. If you happen to require a selected lodging due to incapacity or medical want, please tell us when chosen to participate in our recruitment course of in order that cheap preparations may be made for the suitable lodging to be in place as you progress by means of our course of.

We thanks in your curiosity in working for Samsung. Solely candidates chosen for an interview will probably be contacted.

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