Technical Reviewer

Insight Global; Plano (TX); On-site; USD 65,000 - 90,000; Full time

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.

Skills

Appliance repair

Technical troubleshooting

Data analysis

Excel

Documentation review

Communication

Quality reviews

Field service

Job description

Job Description

Samsung Electronics America is seeking a Technical Reviewer / Technical Support Agent to join our Home Appliances Customer Care organization. This position plays a critical role in supporting Samsung's appliance service network by reviewing repair cases, analyzing service data, evaluating technician performance against established procedures, and identifying opportunities to improve the customer repair experience.

The ideal candidate will have a combination of technical troubleshooting knowledge, appliance repair experience, and process-oriented thinking. This individual will work closely with service technicians, customer care teams, operations teams, and leadership to ensure repair quality, service consistency, and positive customer outcomes.

This role is ideal for candidates with experience in appliance repair, technical support, electronics troubleshooting, field service operations, quality assurance, or warranty support.

Key Responsibilities

Technical Case Reviews

Review completed service tickets and repair documentation for Samsung Home Appliances.

Evaluate technician notes, diagnostic findings, repair actions, and photographic evidence submitted through the service platform.

Determine whether repairs were completed according to Samsung standards and established service procedures.

Identify instances where additional repairs, parts, diagnostics, or technician actions may have been necessary.

Root Cause Analysis

Investigate recurring appliance issues that require multiple service visits.

Analyze failed repairs and repeat service calls to determine underlying causes.

Identify trends related to product failures, repair quality, technician behavior, and service outcomes.

Provide recommendations to improve repair success rates and customer satisfaction.

Service Process Improvement

Review end-to-end customer service workflows from initial ticket creation through final repair resolution.

Evaluate whether technicians and service providers are correctly following Samsung service processes.

Help identify process gaps that lead to delayed resolutions, repeat visits, or escalations.

Support continuous improvement initiatives within Customer Care and Service Operations.

Technical Support & Guidance

Provide support and recommendations related to appliance troubleshooting and repair processes.

Assist internal stakeholders in interpreting service data and repair outcomes.

Collaborate with service operations teams to address technical and procedural questions.

Support escalated customer cases that require additional investigation.

Reporting & Analysis

Track service trends, repair outcomes, and operational metrics.

Generate reports highlighting recurring issues and opportunities for improvement.

Analyze repair data to identify quality concerns and inefficiencies.

Present findings and recommendations to management.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to [e-mail] learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

Skills and Requirements

1-3 years of experience in appliance repair, technical support, field service, quality assurance, warranty operations, or related technical environments.

Strong analytical and problem-solving abilities.

Ability to interpret technical documentation, service records, and diagnostic information.

Experience reviewing repair procedures and troubleshooting technical issues.

Excellent attention to detail.

Strong communication and organizational skills.

Comfortable working with data, reports and service systems.

Proficiency with Microsoft Excel and Microsoft Office products. Experience repairing or supporting refrigerators, washers, dryers, ranges, dishwashers, or other home appliances.

Previous experience as a repair technician, field service technician, technical support specialist, or warranty analyst.

Knowledge of electrical or mechanical troubleshooting.

Experience working with customer service tickets, work orders, or field service management systems.

Experience performing quality reviews or service audits.

Korean language proficiency is highly preferred but not required.