Senior Officer/Assist Manager, Technical Support

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 Officer/Assistant Manager, Technical Support is responsible for overseeing technical support operations, including product calibration, training, service parts management, B2B business support, and escalation support.

Responsibilities

• To deployment of Global Guideline for product calibration and product, maintenance for Installer’s dealer in order to avoid the product quality related impacted from wrong and inappropriate product handling.
• To conduct technical training to Installer & Engineer by establishment of training guideline and roadmap align to required competency.
• To maintain, repair, and test a range of customer equipment on site. If problems are outside the scope of knowledge, the incumbent refers to the Service manager for guidance.
• To advise and assist customer personnel and less experienced field service personnel in the field in engineering lay-out field installation, testing, operation, maintenance and repair of products.
• To find the gap and provide the improvement of parts defective/ return handling directly to Factory including to monitor & coordinate for service parts which exported/imported to/by Factory (Vietnam, USA, China and Korea). *Different parts claim process by each factory.
• To initiative on value-add service (Service package development for product). Other is to support on Sale force system administrative role in order to register B2B escalation case raise to HQ PIC.
• To be promptly response on product escalation (basic, ad-hoc, urgently) and quality investigation with solution provided to related team.

Requirements

• At least 3 years’ experience in technical support.
• Consumer Electronics Service Certified trainer is a plus (Any product).
• Good communication in both Thai and English.
• 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.