Appliance Service Quality & Case Review Analyst

Insight Global

Plano (TX)

On-site

USD 65,000 - 90,000

Full time

6 days ago

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Job summary

Samsung Electronics America is seeking a Technical Reviewer / Technical Support Agent for the Home Appliances Customer Care organization. This role reviews repair cases, analyzes service data, and evaluates technician performance to improve customer repair experiences.

The ideal candidate has appliance repair and technical support experience, strong problem-solving skills, and the ability to work with service technicians, operations teams, and leadership to drive repair quality and service

Qualifications

1-3 years of experience in appliance repair or related technical environments.
Strong analytical and problem-solving abilities.
Proficiency with Microsoft Excel and Office products.
Experience reviewing repair procedures and troubleshooting technical issues.
Korean language proficiency is highly preferred but not required.

Responsibilities

Conduct Technical Case Reviews: review service tickets and repair documentation for Samsung Home Appliances.
Assess technician notes, diagnostics, repair actions, and photos for adherence to standards.
Identify when additional repairs, parts, diagnostics, or actions are needed.
Perform Root Cause Analysis on recurring issues and failed repairs.
Analyze service data to identify trends and opportunities for improvement.
Support Service Process Improvement by evaluating workflows from ticket to resolution.
Provide Technical Support & Guidance to internal stakeholders on troubleshooting and repair processes.
Generate Reporting & Analysis on trends, outcomes, and quality concerns.