CS Tech Support Engineer

Samsung Electronics; Manchester; On-site; GBP 28,000 - 38,000; Full time

Benefits offered by this job

Hybrid working

Bonus scheme

Pension contribution

Volunteer days

Holiday 25 days + BH

Samsung product discounts

Discount portal access

Job summary

Samsung Electronics UK Climate Solutions is recruiting for a first line technical support role within the CS Hotline network. You will assist Climate Solutions UK B2B & B2C partner engineers and end customers with technical queries, delivering proactive, detailed support and clear communication.

The ideal candidate will have HVAC field experience, a tenacious, proactive mindset, a strong team ethic, and a full UK driving licence. Hybrid working and training opportunities are provided.

Qualifications

• Empathic and technically effective communication with customers.
• Clear, concise guidance for non-technical stakeholders.
• Ability to manage multiple enquiries with attention to detail.

Responsibilities

• Provide telephone/email/virtual technical support to enquiries from CS Hotline.
• Assist Climate Solutions UK B2B & B2C partner engineers with technical issues.
• Monitor and escalate cases via Partner Portal with detailed information.
• Conduct technical site visits and inspections as required.
• Share HVAC knowledge with the team and coordinate training events.
• Produce ad hoc reports to improve service and reduce future requests.
• Attend Samsung meetings and dealer reviews to align with VOC and service goals.
• Collaborate with the CS service team on metrics and process improvements.
• Respond to customer FAQs and contribute to Technical Bulletins & Tips.
• Create test questions to support training and ECC question banks.

Skills

Empathic communication

Communication skills

Telephone manner

Teamwork

Driving licence

HVAC knowledge

Problem solving

Multi-tasking

Field service

Job description

Position Summary

Why join our team?

The SEUK AC Business is part of a new dedicated European AC business called Climate Solutions. The UK is one of the biggest markets in Europe and there has been significant investment in personnel and products to prepare the business for substantial growth.

Combined with the release of a number of unique and exciting products into the market, the UK AC business is in a great position to capitalise of the opportunities the UK market offers!

The purpose of the role is to provide first line technical support for applicable Samsung products and technologies to all areas of the B2B Services Network infrastructure (e.g. Resellers, End Customer).

This role requires a great deal of tenacity, flexibility as well as combining a proactive can-do attitude with practical hands on experience and strong communications skills.

Role and Responsibilities

Your key responsibilities

• To provide telephone / email / virtual technical support to enquiries originating from our CS Hotline
• To provide technical assistance to Climate Solutions UK B2B & B2C partner engineers (OA partners)
• Partner Portal case monitoring and escalation / resolution - where the issue cannot be resolved; ensure high quality and detail information is provided in the process.
• Technical site support visits / site inspection visit
• Pass on HVAC technical knowledge to other member of the team and network both informally and via planned training events in conjunction with Samsung
• Provide ad hoc reports to Samsung in order to help improve the overall service. For example; specific OA engineers requiring training in order to reduce future support request volume
• Attend occasional meetings in Samsung (various locations but mostly Chertsey) for meetings and training.
• Attend dealer review meetings in order to understand VOC and help develop the technical support service
• Working in conjunction with line manager and Samsung to review important metrics and key statistics to further develop the support process
• Work with Samsung CS service team in compilation of (and support through)
• Responses to customer facing FAQs
• Service Bulletins & Tech Tips
• Test questions/answers to build test bank for training courses, Call Centre colleague development and support ECC question bank

What we need for this role

To be successful, you will possess the following skills and attributes:

• Ability to liaise with customers in an empathic and technically effective manner.
• Excellent communication skills with the ability to provide advice to non-technically aware customers (either internally or externally)
• Excellent telephone manner.
• Ability to work well within a team as well as on own.
• Ability to work with Samsung sales department to resolve issues with partners.
• Strong technical engineer background with proven experience in a technical role in the Air Conditioning and Heat Pumps industry
• Full UK driving license with fewer than 6 points
• Tenacious approach to problem solving
• Attention to detail
• Ability to multi task and effectively prioritise
• Field Air Conditioning and Heat Pump support experience.

What does success look like?

An individual with ‘Can do’ and positive attitude, with the ability to perform well under pressure, always providing the customer with more than they were expecting - always prepared to challenge the status quo

to effectively solve problems in a systematic manner.

Skills and Qualifications

Benefits of working at Samsung include

• Hybrid working - 3 days in the office and 2 days at home per week
• Bonus scheme linked to individual, team and company performance
• Pension contribution
• Three volunteering days each year
• Holiday - 25 days plus bank holidays and an additional day off for your birthday
• Access to discounts on a wide range of Samsung products
• Access to a discount shopping portal
• Partner Colleagues are not eligible for Samsung Enhanced Paid Sick Leave but may be eligible for statutory payments from their payroll agency
• Up to 20 (pro-rata) Partner Absence days per calendar year to be used in times of need

A note on equal opportunities

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.

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