Service Engineer - Samsung

Sharaf DG; Dubai; On-site; AED 60,000 - 90,000; Full time

Job summary

Sharaf DG invites applications for a Samsung device repair technician based in Dubai. You will diagnose and repair Samsung mobiles, tablets and wearables to manufacturer standards, aiming for first-time-right fixes within efficient turnaround times and delivering a professional customer experience.

Ideal candidates have 1–2 years of experience in Samsung repair, hold a Diploma/ITI in Electronics and Samsung certifications, and demonstrate strong interpersonal skills to explain faults and costs

Qualifications

• Diploma/ITI in Electronics is required.
• 1–2 years’ experience repairing Samsung devices.
• Certifications from Samsung.
• Excellent interpersonal and communication skills.
• Ability to explain faults and repair timelines to customers.

Responsibilities

• Diagnose and repair Samsung mobiles, tablets and wearables to brand standards and target productivity.
• Deliver first-time-right repairs and minimize repeat repairs.
• Meet turnaround times and flag at-risk jobs with the Team Leader.
• Assist walk-in customers with faults, costs and timelines in plain language.
• Update the service system at each milestone with symptom/repair codes and parts usage.
• Handle customer devices and data with care; obtain consent before backups and protect personal data.
• Comply with ESD, safety, housekeeping, and brand process requirements; return defective parts timely.
• Contribute to CSAT and NPS through workmanship and customer interaction.
• Complete Samsung training and re-certification as required.

Skills

Interpersonal skills

Customer focus

Desire to learn

Detail orientation

Reliability

Education

Diploma/ ITI in Electronics

Samsung Certifications

Job description

Job Description:

Job Summary & Purpose:

Diagnose and repair in-warranty and out-of-warranty Samsung mobiles, tablets and wearables to Samsung-authorized standards, delivering first-time-right repairs within committed turnaround times and a professional experience to every customer.

Key Performance Areas (KPAs) & Principal Accountabilities:

1 Diagnose and repair in-warranty and out-of-warranty Samsung mobiles, tablets and wearables to brand standard, achieving the daily weighted productivity target set out in the KPI

2 Deliver first-time-right repairs, keeping repeat repairs within 30 days and final QC rejections within the thresholds defined in the KPI

3 Meet committed turnaround times, completing same-day repairs where the repair level and parts availability allow, and flagging any job at risk of missing its promised date to the Team Leader before the customer is affected.

4 Attend to walk-in customers with technical queries: explain the fault, the proposed repair, the cost and the timeline in plain language, and set expectations the centre can meet.

5 Update the brand service system at every job milestone — symptom codes, repair codes, parts consumption and status — so job status is accurate in real time and warranty claims are accepted first time

6 Handle customer devices and the data on them with care and confidentiality: obtain documented consent before any backup or reset, protect personal data at all times, and return devices in the condition received apart from the repair performed.

7 Comply fully with ESD, electrical safety, workshop housekeeping and brand process requirements, and return defective parts within the stipulated window.

8 Contribute to the service centre's CSAT and NPS performance through quality of workmanship and customer interaction

9 Complete all mandated Samsung technical training and re-certification within the required timeframe, including induction on newly launched models.

Qualitative Requirements

Experience

(Yrs& Field) 1-2 years’ experience managing repairs of all Samsung products

Educational Qualification

Diploma/ ITI in Electronics

Professional Certifications

Certifications from Samsung

Skills & Abilities - Interpersonal skills: Actively listens and speaks effectively and respectfully to others.

• Customer focus: Keeps the customer all the time while making decisions.
• Desire to learn: Seeks to acquire new knowledge to improve and develop
• Detail orientation: Completes tasks accurately with eye towards quality, process and procedures.
• Reliability: Completes tasks and achieves results with minimum oversight

Requirements: