Product Support Engineer

Allegis Group Services, Inc.; Plano (TX); Presencial; USD 94.000 - 102.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Life Insurance

401(k) Retirement Plan

Employee Purchase Program

Tuition Assistance (after 12 months)

Paid Time Off (PTO)

Student Loan Assistance Program (after

Wellness Incentives

Annual MBO Bonus Program (based on com

Descripción de la vacante

Samsung Electronics America is seeking a Product Support Engineer to lead quality management initiatives for Samsung Home Appliance products. You will manage NPI quality evaluations, product testing, field quality support, and KPI reviews, collaborating with domestic and international teams.

The role involves root cause analysis, developing service documentation, firmware testing, VOC data analysis, and cross-functional coordination with R&D, design, manufacturing, marketing, and service

Formación

• Bachelor's degree or higher in Engineering from an accredited university.
• 4+ years of experience in the consumer electronics industry.
• Experience supporting product quality, product testing, service engineering, or technical support functions.
• Strong analytical and problem-solving skills with experience in root cause analysis and corrective action methodologies.
• Ability to interpret engineering specifications, technical documents, and product requirements.
• Experience working with cross-functional and international teams.
• Excellent verbal and written communication skills.
• Ability to manage multiple projects and priorities with minimal supervision.

Responsabilidades

• Manage NPI product quality evaluations prior to market launch.
• Perform product testing and serviceability evaluations to improve quality, performance, and usability.
• Develop detailed test plans, test cases, and validation scripts.
• Conduct early production quality evaluations and first-lot retail product quality inspections.
• Travel internationally to collaborate with R&D, design, and manufacturing teams on product quality reviews and training.
• Support field testing activities and drive resolution of early production quality issues.
• Create and maintain service repair documentation for Samsung Authorized Service Centers.
• Confirm compatibility with external devices used by customers.
• Analyze field service and repair data to identify product quality trends and concerns.
• Develop service bulletins, troubleshooting guides, and technical training materials.
• Investigate field issues through root cause analysis and implement corrective actions.
• Support customer escalations, call center teams, technical support teams, and VOC-related quality concerns.
• Perform quality analysis on defective products and replacement parts.
• Analyze repeat repair (REDO) trends and recommend corrective measures.
• Conduct firmware and software quality assurance testing on post-production products.
• Gather and analyze Voice of Customer (VOC) data for continuous product improvement.
• Track effectiveness of corrective actions identified during NPI programs.
• Generate quality reports, KPI dashboards, and trend analysis presentations.
• Support product launch activities with Marketing, PR, and Sales teams.
• Develop training content and provide technical repair training for field technicians and service personnel.
• Collaborate with cross-functional teams including Product Marketing, Sales, R&D, Manufacturing, Training, and Customer Service.

Conocimientos

Analytical thinking

Root cause analysis

Cross-functional collaboration

Project management

Technical communication

Educación

Bachelor's degree in Engineering

Herramientas

Excel (Advanced)

Pivot Tables in Excel

PowerPoint

Descripción del empleo

Please note that this is a direct full-time role with Samsung Electronics America (SEA). If selected, you will be employed directly by Samsung Electronics America and will be eligible for Samsung's employee benefits and bonus programs.

Summary:

The main function of the Product Support Engineer is to support and lead quality management initiatives for Samsung Home Appliance products, ensuring products operate according to the highest quality standards and service/repair procedures are highly effective. This position is responsible for managing New Product Introduction (NPI) quality evaluations, product testing, field quality support, service KPI reviews, root cause analysis, and cross-functional collaboration with domestic and international teams.

Job Responsibilities:

• Manage NPI product quality evaluations prior to market launch.
• Perform product testing and serviceability evaluations to improve product quality, performance, and usability.
• Develop detailed test plans, test cases, and validation scripts.
• Conduct early production quality evaluations and first-lot retail product quality inspections.
• Travel internationally to collaborate with R&D, design, and manufacturing teams on product quality reviews and training.
• Support field testing activities and drive resolution of early production quality issues.
• Create and maintain service repair documentation for Samsung Authorized Service Centers.
• Confirm compatibility with external devices used by customers.
• Analyze field service and repair data to identify product quality trends and concerns.
• Develop service bulletins, troubleshooting guides, and technical training materials.
• Investigate field issues through root cause analysis and implement corrective actions.
• Support customer escalations, call center teams, technical support teams, and VOC-related quality concerns.
• Perform quality analysis on defective products and replacement parts.
• Analyze repeat repair (REDO) trends and recommend corrective measures.
• Conduct firmware and software quality assurance testing on post-production products.
• Gather and analyze Voice of Customer (VOC) data for continuous product improvement.
• Track effectiveness of corrective actions identified during NPI programs.
• Generate quality reports, KPI dashboards, and trend analysis presentations.
• Support product launch activities with Marketing, PR, and Sales teams.
• Develop training content and provide technical repair training for field technicians and service personnel.
• Collaborate with cross-functional teams including Product Marketing, Sales, R&D, Manufacturing, Training, and Customer Service.

Requirements:

• Bachelor's Degree or higher in Engineering from an accredited university.
• Minimum 4+ years of experience in the consumer electronics industry.
• Experience supporting product quality, product testing, service engineering, or technical support functions.
• Strong analytical and problem-solving skills with experience in root cause analysis and corrective action methodologies.
• Ability to interpret engineering specifications, technical documents, and product requirements.
• Experience working with cross-functional and international teams.
• Excellent verbal and written communication skills.
• Ability to manage multiple projects and priorities with minimal supervision.

Preferred Qualifications:

• 4+ years of experience supporting Home Appliance products or service operations.
• Knowledge of electrical systems, HVAC systems, and home appliance technologies.
• Experience with product quality evaluations, repair procedures, and service support operations.
• Strong relationship management and stakeholder engagement skills.
• Experience interacting with senior leadership and external service partners.
• Self-motivated, results-oriented, and capable of working independently.
• Strong project planning, organization, and prioritization skills.

Technical Skills:

• Proficient in large-scale data analysis and reporting.
• Advanced Microsoft Excel skills including Pivot Tables, Macros, Charts, KPI tracking, and trend analysis.
• Strong knowledge of Microsoft Office Suite (Excel, Word, PowerPoint, Outlook).
• Ability to present technical findings and business recommendations to leadership teams.
• Experience with quality analysis, reporting, and performance measurement.
• Employment Type: Full-Time
• Salary Range: $94,000 - $102,000
• Travel Requirement: Domestic and international travel as needed
• Job Status: Exempt

This role is eligible for the following benefits:

• Life Insurance
• 401(k) Retirement Plan
• Employee Purchase Program
• Tuition Assistance (after 12 months)
• Paid Time Off (PTO)
• Student Loan Assistance Program (after 12 months)
• Wellness Incentives
• Annual MBO Bonus Program (based on company, division, and individual performance)

Physical & Working Conditions:

• Use PC systems and product testing equipment for the majority of the workday.
• Lift and move product testing equipment and appliance products weighing up to 50 lbs.
• Perform detailed product inspections requiring strong visual acuity and attention to detail.
• Utilize hand tools, testing devices, and repair equipment as part of quality evaluations and troubleshooting activities.
• Work in laboratory, office, and field environments as required.