Senior Specialist I, 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.

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

• 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 remotely

• 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

The Senior Specialist I, Field Support 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 the necessary product technical and parts requirements are made available to ASC's as required.

The Senior Specialist I will develop 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. They are responsible for finding alternatives for parts issues and delays ensuring that products are repaired to the highest level of customer satisfaction.

The Senior Specialist will ensure 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

• Provides technical support to Authorized Service Centers through phone, email, SAW & fax.
• On regular basis, conduct ASC Tech ride-along visiting consumers during in home service dispatches. Monitor tech technical and empathy performance and provide coaching when required
• Ability to generate KPI reporting within SELF, GCIC, SAP and GSPN systems, daily micromanagement of ASC KPI performance and interaction with ASC partners.
• Consumer empathy trainings and documentation sharing with ASC partners to improve NPS and DSAT scores regarding the service experience.
• Working in conjunction with and providing strategic support to the CE sales and Product Management teams.
• 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.
• Review Daily / Manage LTP & C-RRR issues and provide support resolutions to ASC's.
• Audit and Triage new service ticket dispatches, prevent no fault service calls.
• Contacting end consumers on No Fault / Customer Education dispatches.
• 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 Support calls are consistently handled more effectively and the overall quality of the repairs are increased to industry benchmark levels.
• Ensure that all CE Service KPI's are met as mandated by HQ.
• Access to detailed "repair type" information, by product and inquiry. Useful to action issues that will reduce the number of service calls and increase customer satisfaction.
• Reduce the overall CE service expenses while simultaneously improving repair quality and customer service.
• Perform miscellaneous customer service and technical support duties assigned by Senior Management.
• Access to new product information and products for use as samples for training and with assisting the ASC's.
• Managing quality issues when resolutions are not in place.
• At times having to deal with difficult and demanding consumers and retail partners.
• Ability to achieve difficult KPI's by gaining the consistent support and cooperation of the 3rd party service network.
• Access to detailed "repair type" information, by product and inquiry. Useful to action issues that will reduce the number of service calls and increase customer satisfaction.

Skills and Qualifications

Requirements

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.

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