Product Support Engineer
Core
Manage New Product Introduction (NPI) quality evaluations, post-launch field quality support, and service ticket/KPI reviews for Samsung home appliance products.
Role type
Product Support Engineer (Home Appliances)
Builds
Production-ready home appliance products and service repair documentation
Domain
Consumer Electronics / Home Appliances
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
NPI product quality evaluation, test case and test plan development, root cause analysis, firmware/software quality assurance testing, data analysis (large datasets), MS Excel (macros, pivots, charts), technical repair documentation creation, field issue analysis, spare parts quality analysis, service bulletin development, cross-functional team collaboration
Preferred skills
Home appliance product support experience, knowledge of electric or HVAC systems, ability to travel internationally for factory and design team meetings
Technologies
MS Excel, MS Office suite, PC and product test equipment
Responsibilities
Develop detailed test cases and test plans/scripts for NPI products; Perform early production quality evaluations at factories; Travel overseas to meet with design, R&D, and factory locations for product evaluation and training; Provide technical repair training and content to training teams and authorized service centers; Create service repair documentation for Samsung Authorized Service Centers; Perform DA quality testing and analysis by reviewing call service data; Provide engineering support and apply root cause analysis for resolving complex quality field issues; Analyze service quality and report reasons for repeat repairs (REDO) with corrective actions; Manage and perform firmware/software quality assurance testing on post-production products; Research and collect Voice of Customer (VOC) data for strategic implementation; Track the effectiveness of countermeasures created during NPI stage; Create content to enhance the ability of field service technician personnel to perform reliable repairs.
Seniority
Mid-Senior level, hands-on IC with management responsibilities
