Specialist Ii, Field Support

Position Summary

At Samsung Electronics Canada, we take pride in the creativity and diversity of our talented people - they are at the forefront of everything we do. Their skillset and mindset drive our continued success. We want the best of the best at Samsung to join our team, not just those who fit into our Culture but those who will ADD to our Culture and make Samsung an even better place to work.

Did we catch your attention yet?

If you want to work for one of the most recognized brands in the world and one of the Top 100 Employers in Canada...and have a ton of fun. then please keep reading

Our Perks:

- 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

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). Provide ASC’s with GSPN system training. Ensure that the ASC network provides best in class service for Samsung Consumers and Retailers. Develop and perform service training programs and deliver to the service network on a National scale. Ensure that all the necessary product technical and parts requirements are made available to ASC’s as required. Expanding Service Network to support capacity and coverage

Develop a training curriculum for all the CE service providers. Ensure that all the necessary product technical requirements, training sessions and service manuals, are made available to our ASC service partners as requested. Responsible for finding alternatives for parts issues and delays ensuring that products are repaired to the highest level of customer satisfaction.

Improve customer loyalty and create advocates through valued and memorable customer service interactions. Lower costs by working on programs on reducing service dispatches, prevent No Parts Used / No Fault service calls, and reduce product defects and product returns.

Role and Responsibilities
- 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 Su