Product Support Engineer

Samsung; Plano (TX); Presencial; USD 70.000 - 110.000; Jornada completa

Descripción de la vacante

Samsung Electronics America (SEA) is seeking a Product Support Engineer to lead service-related activities for Commercial Display products. You will manage from cradle to grave, ensuring high quality standards and effective repair procedures across SEA and with global factories.

You will drive cross-functional collaboration, support NPI product quality evaluations, post-launch field quality, and firmware/software QA testing to ensure reliable product performance.

Formación

• Experience in product support and service management.
• Experience with NPI product quality evaluations and post-launch support.
• Familiarity with firmware/software QA testing processes.

Responsabilidades

• Lead and manage service-related activities for SEA Commercial Display products.
• Coordinate cross-functional teams domestically and with Korea R&D and factories.
• Provide information to enable cost-aware decisions on product quality and service.

Conocimientos

Product support

NPI quality

Firmware updates

Cross-functional

Descripción del empleo

Position Summary

This role is not eligible for immigration sponsorship

Headquartered in Plano, TX, Samsung Electronics America (SEA) is a leader in mobile technologies, consumer electronics, home appliances, enterprise solutions and networks systems. Across each of these areas, our work drives innovation, economic growth and workforce opportunity in the United States.

For nearly five decades, Samsung has been at the forefront of technological advancements, investing over $100 billion and creating more than 20,000 jobs nationwide. Our mission? To integrate cutting-edge products, services, and AI technology to deliver smarter, sustainable, and more connected experiences that empower people to live better.

As a wholly owned subsidiary of Samsung Electronics Co., Ltd., SEA offers opportunities to work alongside global visionary thinkers and innovators who are passionate about making a difference. Explore the exciting opportunities at Samsung Electronics America and discover how you can make an impact.

To learn more, visit Samsung.com. For the latest news, visit news.samsung.com/us.

Role and Responsibilities

The Product Support Engineer role is responsible for the overall management and leadership to ensure Samsung Electronics America (SEA) Commercial Display products operate according to the highest quality standards and product service/repair procedures are highly effective. This role will assume full responsibility and management of all service-related activities from cradle to grave. The incumbent will drive clear communication and establish strong relationships between cross-functional teams, domestically within SEA, and internationally with production factories, Samsung Korea customer service and development (R&D) teams. This role is accountable for providing sufficient information for higher autonomy to make decisions that affect the cost of product quality and service.

[Position Objective]

The main function of the Commercial Display Product Support Engineer is focused on the management of new product introduction (NPI) product quality evaluations, post launch field quality support, and firmware/software updates quality assurance testing. In this position, other duties may be assigned, either directly or through others.

NPI Product Quality Prior to Market Launch

• NPI product testing and serviceability evaluations for continuous improvements in product quality, product usability and performance
• Development of detailed test cases and test plans/scripts
• Early production quality evaluations including 1st lot product quality check
• Travel overseas to meet with design, R&D, and factory locations for product evaluation, training and quality review
• Support early production field test activities and work with GBM on addressing top quality issues
• Provide technical repair training and content to training team and support technician/servicer training events as needed
• Create service repair documentations for Samsung Authorized Service Centers
• Development of detailed test cases and test plans

Confirm compatibility with various external devices customers useThe Product Support Engineer role is responsible for the overall management and leadership to ensure Samsung Electronics America (SEA) Commercial Display products operate according to the highest quality standards and product service/repair procedures are highly effective. This role will assume full responsibility and management of all service-related activities from cradle to grave. The incumbent will drive clear communication and establish strong relationships between cross-functional teams, domestically within SEA, and internationally with production factories, Samsung Korea customer service and development (R&D) teams. This role is accountable for providing sufficient information for higher autonomy to make decisions that affect the cost of product quality and service.