Product Support Senior Engineer

Samsung; Plano (TX); Vor Ort; USD 100.000 - 140.000; Vollzeit

Benefits dieser Stelle

Medical

Dental

Vision

401(k)

Employee Purchase Program

Tuition Assistance

Paid Time Off

Student Loan Program

Zusammenfassung

Samsung Electronics America, based in Plano, TX, is seeking a DA Product Support Senior Engineer to lead DA product engineers and drive NPI quality strategies, post-launch analysis, and quality sensing across all DA products.

You will perform deep-dive root cause analyses, create service documentation, and mentor staff while collaborating with design, R&D, and factory teams to ensure top-tier appliance quality and customer satisfaction.

Qualifikationen

• Engineering degree or equivalent experience in appliances.
• Strong diagnostic and root-cause analysis capabilities.
• Experience communicating technical data to stakeholders.

Aufgaben

• Lead NPI product quality evaluations and test planning.
• Perform field failure analysis and develop service bulletins.
• Provide on-site and remote support for complex issues.
• Mentor engineers and train technicians on advanced troubleshooting.

Kenntnisse

Advanced Diagnostics & FailureAnalysis

Data analysis & Quality Sensing

Executive-level reporting

MS Excel (macros, pivots)

Ausbildung

Bachelor's Degree in Engineering

8+ years Home Appliance/Engineering

Tools

MS Office

Jobbeschreibung

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 DA Product Support Senior Engineer is responsible for leading all DA Product engineers and controls each product engineers' tasks. This senior role ensures New Product Introduction (NPI) Quality Strategies, advanced post-launch field failure analysis, and comprehensive quality sensing across entire Digital Appliance (DA) products.

Key Responsibilities

NPI Product Quality Evaluations (Full DA Lineup):

• Lead comprehensive NPI product testing, Installation and Serviceability reviews, and performance evaluation across all DA product categories to prevent manufacture defects.
• Develop test cases, test plans, and scripts.
• Perform early production quality evaluations at DA factories (SAMEX and SEMP).
• Travel overseas for product evaluation, training, and quality review with design, R&D, and factory teams.
• Support early production field tests and address top quality issues with GBM.
• Provide technical repair training and create service repair documentation for Samsung Authorized Service Centers.
• Ensure compatibility with external devices used by customers.

Field Support

Responsible for unresolved, complex, or systemic field quality issues across the entire DA product line

• Perform deep-dive root cause analysis
• Develop service bulletins and training documents for new product issues.
• Provide on-site support for defective products, including root cause analysis and corrective actions.
• Manage firmware/software quality assurance testing for post-production products.
• Analyze VOC data and track the effectiveness of countermeasures.
• Create troubleshooting guides and repair procedures to enhance field service technician capabilities.
• Mentor and upskill product support engineers and technician training team on advanced troubleshooting and new appliance technologies

Technical Skills

• Advanced Diagnostics & Failure Analysis: Expertise in reading complex schematics, wiring diagrams, PCB layouts, and ability to find root cause for exceptional/complicated quality issue
• Data analysis & Quality Sensing: Capable to analyze major quality issues for all DA products from multiple data sources

Skills and Qualifications

Minimum Qualifications

• Bachelor's Degree in Engineering and 8 years relevant experience; or 12 years of Home Appliance/Engineering experience (if no Bachelor's degree).

Preferred Qualifications

• 8+ years of hands-on experience in Home Appliance, Product Support, Quality Engineering or service support roles.
• Knowledge of home appliance of full DA products and functions.
• Technical leadership skills with the ability to mentor junior engineers and influence senior internal/external stakeholders.
• Experience working independently, solving complex problems, and prioritizing multiple tasks.
• Professional experience in MS Excel (macros, pivots, charts) and MS Office suite (Outlook, Word, PowerPoint).
• Exceptional verbal and written communication skill for executive-level technical reporting.

This role requires a self-motivated, results-oriented professional with a strong focus on product quality and customer satisfaction.

#LI-MS1

Life @ Samsung

Life @ Samsung - https://www.samsung.com/us/careers/life-at-samsung/

Benefits @ Samsung

Benefits @ Samsung - https://www.samsung.com/us/careers/benefits/

Benefits

• Medical
• Dental
• Vision
• Life Insurance
• 401(k)
• Employee Purchase Program
• Tuition Assistance (after 12 months)
• Paid Time Off
• Student Loan Program (after 12 months)
• Wellness Incentives
• and many more. In addition, regular full-time employees (salaried or hourly) are eligible for MBO bonus compensation, based on company, division, and individual performance.

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