European DA Product Executive

Samsung Group; Ottershaw; Hybrid; GBP 35,000 - 55,000; Full time

Job summary

A global technology company in the United Kingdom is seeking a Product Specialist to enhance customer satisfaction for domestic appliances. Your role involves setting up communication channels with tech support, reporting on service KPIs, and analyzing market feedback. Ideal candidates are passionate about technology with strong analytical and communication skills. This role offers hybrid working, performance bonuses, and additional benefits including healthcare and pension contributions. Join us to make a positive impact in a dynamic environment.

Benefits

Hybrid working model

Bonus scheme

Car allowance

Healthcare cash plan

Enhanced pension contribution

Volunteering days

Holiday plus additional off for birthday

Qualifications

• Excellent knowledge and technical understanding on DA mechanical engineering.
• Experience on participating in agile projects.
• Knowledge of industry standard reporting metrics.

Responsibilities

• Set up communication channels with tech support for DA product launches.
• Report on critical quality/service KPIs.
• Gather and analyze market feedback and product-related issues.

Skills

Excellent English, oral and written

Good skills on Microsoft Excel

Analytical & practical skills

Passionate about technology and innovation

Communication skills

Flexible & agile

Education

BSc or equivalent degree in Computer Science or engineering

Tools

Microsoft Word

Microsoft PowerPoint

Job description

Why join our team? The European DA (Domestic Appliance) Product Specialist will join the Consumer Electronics (CE) Service & Quality team, which belongs to the department of European Customer Satisfaction Operations. ECSO (European Customer Satisfaction Office) reports to the Customer Satisfaction group in Suwon in Korea, and is a key RHQ (Regional Headquarters) to function across 16 Subsidiaries for 35 countries in European region. Located in Chertsey, Surrey, seeking individuals keen on advanced technologies, fast-paced tech environments, market-leading products and thrilled on the idea of creating positive impact and drive innovation.,

• Setting up communication channels with the European tech support teams to proactively manage DA product launches or product changes, and share business updates and other technical materials.
• Reporting on critical quality/service KPIs, including new product launch schedules, specifications, and early warning processes (EWP).
• Use data to monitor subsidiary trends, inform future strategies and address key market issues.
• Gathering and analysing market feedback, product-related issues and customer usage-related defects to identify trends, technical training gaps and potential root causes.
• Define and commission DA product-related technical training material for service centres and field engineers with the Cross-Channel Content team.
• Complete product performance assessments and submit issue management reports to Suwon office, ensuring alignment with factories and subsidiary stakeholders.
• Validating call guides and repair guides to ensure accuracy and effectiveness in field applications and provide DA technical support to training teams across Europe.
• Identifying and launching new projects which improve DA product knowledge and usability; reporting on project status and ensuring timely execution against agreed KPIs.
• Validating new models and diagnostic tools to ensure alignment with market needs. Conduct usability testing and support factory-led training sessions.
• Managing communication between Suwon office and subsidiaries to establish field testing during the product development stage; selecting test participants, collecting surveys and providing feedback based on the results.
  Excellent knowledge and technical understanding on DA mechanical engineering, wireless technologies, server, platforms, Apps, networks, cloud connectivity, compatibility - previous experience would be an advantage
• Knowledge of product design and production stages, production line, SW production stages and cycles, product lifecycle.
• Knowledge of industry standard repoting metrics along with correlation to the day to day activities such as Defect%, CRRR% (Repeated Repair), Repair NPS, Ex-LTP, OOW/IW - desired but not essential for the role
• Knowledge of trends on graphs/charts and link to action plans
• Experience on participating on agile projects or working under agile practises
• Passionate about technology and innovation
• Flexible & agile to adapt to workload changes
• Communication skills & open minded approach is a must
• Good skills on Microsoft Excel, Word and Power Point
• Excellent English, oral and written - other language skills is an advantage
• BSc or equivalent degree in Computer Science, engineering or relevant field, or similarly relevant work experience

What does success look like?

• Enthusiastic & Can-do attitude
• Visionary & Passionate
• Analytical & practical skills
• Willing to learn, and learn more
• Attention to detail & target perfection
• Self motivated & Proactive
• Comfortable to work remotely and engage other fucntions/regions
• Comfortable to work in a fast-paced environment
• The candidate would have established relationships and regular, frequent communications with the key functions stakeholders (factories, Subsidiaries, DA Business Management Group in Korea), would have a list of worst impacting issues and actions plan, would have acquired a confident view on Product operations, launch timeline, action plans over product lifecycle, market seasonality, market driving insights and would have great understanding on product performance impacting factors and product improvement priorities
• Success to be measured based on efforts, engagement levels, contributions on the regular weekly activities, the efficiency of actions and effectiveness on communications and critical issues.
• Primary and weekly achievement would include communications with the key stakeholders in PQLC team, Subsidiaries, factories and HQ GBM, follow up on actions plans and awareness on key team KPIs trends
• Proactive mindset, progressive approach, enthusiastic for improvement, eager on permanent solutions and good relationship establishment would be the ideal behaviours to succeed in this role.

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
• Car allowance
• Healthcare cash plan or private medical - single cover
• Income protection
• Enhanced pension contribution
• Three volunteering days each year
• Flexible benefit portal and contribution of £55 per month - including travel insurance, gym membership, season ticket loan, Tastecard, dental insurance and more
• 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