Senior Specialist I, Field Support

Overview Position: Senior Specialist I, Field Support at Samsung Electronics Canada. The Senior Specialist I will provide ASC’s with CE Product technical and parts support through the GSPN Service System for all Samsung Canada Consumer products (over the phone or through on-site visits). The Senior Specialist will provide ASC’s with GSPN system training, and ensure that the ASC network provides best in class service for Samsung Consumers and Retailers. They will develop and perform service training programs and deliver to the service network on a national scale, and ensure that all necessary product technical and parts requirements are made available to ASC’s as required. They will develop training curriculum for all CE service providers, ensure that all necessary product technical requirements, training sessions and service manuals are made available to our ASC service partners as requested. They are responsible for finding alternatives for parts issues and delays ensuring that products are repaired to the highest level of customer satisfaction. Role and Responsibilities Provides technical support to Authorized Service Centers through phone, email, SAW & fax. On a regular basis, conduct ASC Tech ride-alongs visiting consumers during in-home service dispatches. Monitor technical and empathy performance and provide coaching when required. Ability to generate KPI reporting within SELF, GCIC, SAP and GSPN systems; daily monitoring of ASC KPI performance and interaction with ASC partners. Provide consumer empathy trainings and documentation sharing with ASC partners to improve NPS and DSAT scores regarding the service experience. Work in conjunction with and provide strategic support to the CE sales and Product Management teams. Lead VOC Emergency process team for identification, action, resolution and prevention of future issues. Expand Service Network coverage to support capacity growth, achieving 100% coverage. Responsible for Branded Engineer Expansion converting more ASCs to Samsung Branded Engineers. Expand 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. Identify improvement areas and inefficiencies within the ASC network and develop improvement plans and strategies, presenting them to the Service Management team. Deal with difficult and demanding consumers and service partners. Provide parts information to ASC Field technicians and research/escalate part problems 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 all necessary product technical & repair information are 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 and product experience. Support and coach ASC staff to ensure efficient repairs in the quickest possible time. Review daily LTP & C-RRR issues and provide support resolutions to ASC’s. Audit and triage new service ticket dispatches; prevent No Fault service calls. Contact end consumers on No Fault / Customer Education dispatches. Support the Contact Centre with required product information. Plan consistent support and cooperation of the 3rd party service network to achieve difficult KPIs. Address day-to-day higher-level issues for the ASC’s; develop programs and processes to ensure ASC Service Support calls are handled effectively and repairs meet industry benchmark levels. Ensure that all CE Service KPIs are met as mandated by HQ. Provide access to detailed “repair type” information by product and inquiry to reduce service calls and increase customer satisfaction. Reduce overall CE service expenses while improving repair quality and customer service. Perform miscellaneous customer service and technical support duties as assigned by Senior Management. Provide access to new product information and products for use as samples for training with ASC’s. Manage quality issues when resolutions are not in place and handle difficult consumers and retail partners as needed. Ability to achieve difficult KPIs with the support of the 3rd party service network. Requirements Skills and Qualifications Education Minimum Post-Secondary education preferred Knowledge Above average customer service skills Good negotiating skills Technically inclined Motivated with excellent time management skills Experience 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 Samsung is an equal employment opportunity employer. Samsung has an accommodation process in place and provides accommodations for job applicants with disabilities as appropriate. Assessment and selection materials and procedures can be made available in accessible formats and methods as appropriate. If you require a specific accommodation because of disability or medical need, please let us know when selected to take part in our recruitment process so that reasonable arrangements can be made for the appropriate accommodations to be in place as you move through our process. We thank you for your interest in working for Samsung. Only candidates selected for an interview will be contacted. Please note that we reserve the right to remove or modify job postings at any time. #LI-DJ1 #INDM Job Details Seniority level: Not Applicable Employment type: Full-time Job function: Management and Manufacturing Industries: Computers and Electronics Manufacturing #J-18808-Ljbffr