Job Description
Service Quality Management
- Monitoring and Reporting of service KPI’s
- Analysis, sharing root cause, improvement plan setup, best practice sharing
- Able to provide minor troubleshooting and assisting on product related issues
- Provide Technical assistance on Mobile Products (Mobile phone, Tablet, Wearables) 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 (Mobile phone, Tablet, Wearables) 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
- Support setting up and troubleshoot of repair facilities in repair center
- Support Products service/repair activities when required
- Support Service content review, Engineer Motivation
Project Management
- Participating in ad-hoc projects related to service operation
- Follow up on task assignment, coordinate with relevant parties
- Regular update task progress and challenges or opportunities / alternative solution to management
Requirements
- At least 5-7 years of experience in Mobile Electronics and after sales industry and customer centric environment
- Technical and product knowledge with troubleshooting skillset
- Experience on 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
