Senior Executive, Aftersales Technical Support (2yrs Contract)

Samsung Electronics; Pasir Panjang; On-site; MYR 30,000 - 60,000; Full time

Job summary

An established industry player is seeking a dedicated Service Quality Manager to enhance customer experience through effective quality management. In this role, you will act as a crucial liaison between service centers and the headquarters, ensuring top-notch service quality for mobile and consumer electronics products. Your responsibilities will include monitoring service KPIs, conducting product training, and collaborating with factories to drive improvement initiatives. If you have a passion for technology and a knack for problem-solving, this opportunity is perfect for you.

Qualifications

• 3+ years in electronics after-sales and customer-centric environments.
• Experience in data analysis and conducting technical training.

Responsibilities

• Monitor service KPIs and analyze root causes for improvement.
• Provide technical assistance on mobile and CE products.

Skills

Technical knowledge

Troubleshooting skills

Data analysis

Problem-solving skills

Communication skills

Customer service experience

Job description

Position Summary

You will serve as a liaison between the Authorized Service Center, Contact Center, and HQ team on all technical-related matters.

You will be responsible for Product Quality matters.

Role and Responsibilities

Service Quality Management

1. Monitoring and reporting of service KPIs.
2. Analyzing, sharing root causes, and developing improvement plans.
3. Providing minor troubleshooting and assistance on product-related issues.
4. Providing technical assistance on Mobile Products (Mobile phones, Tablets, Wearables) or CE Products (VD & DA) to our Authorized Service Centre and Contact Centre.
5. Ensuring a high level of service quality to enhance Samsung customer experience.
6. Conducting product training and transferring knowledge to Service Centres and Contact Centres.

Quality Monitoring

1. Monitoring quality of Mobile and CE products.
2. Sharing insights and collaborating with factories for improvement plans.
3. Observing quality issue trends and reporting to management.
4. Monitoring new model status.
5. Liaising with HQ and following up on quality-related matters.

Other Activities

1. Attending on-site Premium Products/SmartThings service/repair activities when required.
2. Participating in on-site activities related to Product Liability (PL).
3. Assisting with stock counting of in-house consignment stock.
4. Assisting with bi-annual parts stock counting in the warehouse.
5. Supporting the scrapping of used products/parts at the In-House office.
6. Supporting product quality inspection and rework.

Skills and Qualifications

1. At least 3 years of experience in the electronics after-sales industry and customer-centric environments.
2. Technical and product knowledge with troubleshooting skills.
3. Experience conducting technical training for vendors.
4. Experience in data analysis, report production, and communicating actionable insights to subsidiaries and management.
5. Good problem-solving skills such as prioritization, critical thinking, and hypothesis development.
6. Must be self-motivated, organized, and able to work independently.
7. Excellent multi-tasking and teamwork capabilities.