Position Summary

In this role, you will provide overall technical product knowledge to all stakeholders within the Samsung organization (service department, sales division, marketing department, B2B helpdesk) and related partners (contact center, authorized service centers, dealer service centers) in order to ensure the best technical assistance, investigation in case of any pre- or post-sales technical issues (including potential product liability) and definition of any required technical solution.

You will define the most optimal processes to repair our products in terms of quality & speed of repair and ensure implementation of these processes at our ASCs/B2B DSCs, while continuously challenging yourself and the ASCs/B2B DSCs to further improve this. Last but not least, you will be doing start up and failure diagnoses of our air-condition units and heat pumps.

This position is a priority for the Slovak market and backup for the Czech market.

Role and Responsibilities

Process management & improvement

Thorough numeric analysis of facts & figures related to the diagnostics, triage, repair & test processes and create improvement plans based on such analysis.

Ensure weekly presence at all authorized service centres within the product portfolio in order to develop, maintain expert knowledge of the full after-sales process (prevention, repairs, returns) of the Samsung product from beginning to end and improve where necessary.

Ensure a continuous provision and compilation of technical bulletins/customer FAQ responses, and assist in defining/implementing product reworks.

Initiate new service delivery improvement projects together with service managers, B2B helpdesk, service partners, sales divisions in order to continuously ensure great service solutions during product life cycle.

Know our competitors service delivery performance and create new initiatives for Samsung to meet and in most cases overachieve existing standards in the market.

Operations management

Provide technical training to the services network engineers (authorized service centres, wholesalers, installation companies), contact centre/B2B helpdesk staff (where required) as part of the technology/product implementation.

To be able check out air-conditioning installation incl. refrigerant pipe system and controls system on the site. To be able to start up air-conditioning systems in the field.

To be able check out hydraulic part of heat pump and heat pump installation on the site. To be able to start up heat pump in the field.

To support installation companies with start-up of heat pumps and air-conditions, to recognize problems/failures, to advise how to repair units, change spare parts.

Hotline Aircon Samsung products support management.

Quality monitoring

Prevent structural quality issues by early warning processes and clear reporting procedures.

Ensure thorough investigation of “in field” product technical faults, to provide the explanation of root causes, prove technical resolutions and/or take responsibility in clear escalation and reporting to ECC and HQ through pre-defined processes and systems.

Skills and Qualifications

At least 5 years’ experience in a similar role or environment

Fluent in Slovak and English (spoken and written)

Technical product knowledge in the electronics market & concerned product portfolio

Strong analytical and problem-solving skills

Solid communication and interpersonal skills

Driving license B and willingness to travel on sites around Slovakia and Czech Republic

What you will get from us:

Company car

5 weeks’ vacation + 4 sick days

Pension plan or DIP contribution

Multisport card & meal vouchers

Hybrid work and flexible hours

Generous product discounts

Corporate events, volunteering opportunities, and more

And of course, learning & development programs to grow your skills

We are an equal-opportunity employer and value diversity at our Company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status or disability status.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Also, we want to inform you that at Samsung Electronics Czech and Slovakia, during the selection process, we prevent the violation of other companies' trade secrets.

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