Senior/ Assistant Manager, Technical Support - SAC

Samsung Electronics (Sathon)

Bangkok, Thailand

Samsung Electronics is a global leader in technology, opening new possibilities for people everywhere. Through relentless innovation and discovery, we are transforming the worlds of TVs, smartphones, wearable devices, tablets, digital appliances, network systems, medical devices, semiconductors and LED solutions. Samsung is also leading in the Internet of Things space through, among others, our Smart Home and Digital Health initiatives. Since being established in 1969, Samsung Electronics has grown into one of the world’s leading technology companies, and become recognized as one of the top 10 global brands. Our network now extends across the world, and Samsung takes great pride in the creativity and diversity of its talented people, who drive our growth.

About this position

The Senior/Assistant Manager, Technical Support - SAC is responsible for overseeing the installation quality, providing technical training, monitoring market defects, and supporting B2B systems and technical consultations for air conditioning products.

Responsibilities

• [SAC Installation Control] To Control installation quality by manage on Commissioning process since Wiring, Piping, & refrigerant check base on physical & System check. Analyzed & Feedback to installer with result For Improve installation quality
• [Repair Infra Improvement] Implementing Standard jigs & Tools for system Air condition Products for commissioning process, and maintenance to the technical service team
• [Training /Tech Skill Improvement] Supporting Technical Training to Engineer for System Air condition product in terms of deploying the competency road-map training to Engineer
• [Market defect monitoring] Supporting market defect issue escalation to HQ & Factory. Market visiting & Reporting worst model & Symptom with the defective sample to Global Business Management (GBM) at HQ & Factory Rework support for new product quality issues.
• [B2B system support] To support on value-add service (Service package development for SAC product). Other is to support on Sale force system administrative role in order to register B2B escalation case raise to HQ PIC
• [Technical Consult support] Consult supporting AC Installer & Engineer remotely via Call, Conference, Live chat & internal service system (GSPN) for Q&A.
• [SAC Maintenance process] To implement Maintenance process by align with Client business. To improve product durability with Standard maintenance by brand with special service

Requirements

• 3-5 years experience in servicing on AC and Refrigeration systems.
• Air Conditioning and Refrigeration Service Certified trainer is a plus.
• Great customer service skills.
• A good knowledge of Health & Safety standards.
• Communication in both Thai and English – able to effectively communicate in a professional, diplomatic, empathetic, and tactful manner using preferred method and level as applicable to the job.
• Team Orientation & Interpersonal – highly motivated team player with the ability to develop and maintain collaborative relationships with all levels within and external to the organization.
• Results Orientation – proven ability to set and exceed established targets.
• Ability to work in a multi-cultural environment.
• Organization & Time Management – able to plan, schedule, organize, and follow up on tasks related to the job to achieve goals within or ahead of established time frames.
• Adaptability to Change – able to be flexible and supportive, react swiftly to, and able to positively and proactively assimilate change in a rapid growth environment.
• Relationship Management – able to personally provide a high level of interactive service to others, building relationships and addressing identified needs.
• Systems & Software - proficient level of knowledge of Microsoft Office and/or relevant position software programs.
• Leadership – has demonstrated success as an entrepreneurial, high-energy, driven, hands-on leader. Possess expertise in consulting, training, developing, coaching, mentoring, and retaining a highly motivated workforce.