Position Summary
Why join our team?The European DA (Domestic Appliance) Product Specialist will join the Consumer Electronics (CE) Service & Quality team, which belongs to the department of European Customer Satisfaction Operations.
ECSO (European Customer Satisfaction Office) reports to the Customer Satisfaction group in Suwon in Korea, and is a key RHQ (Regional Headquarters) to function across 16 Subsidiaries for 35 countries in European region.
Located in Chertsey, Surrey, seeking individuals keen on advanced technologies, fast-paced tech environments, market-leading products and thrilled on the idea of creating positive impact and drive innovation.
Role and Responsibilities
Your key responsibilities
- Setting up communication channels with the European tech support teams to proactively manage DA product launches or product changes, and share business updates and other technical materials.
Reporting on critical quality/service KPIs, including new product launch schedules, specifications, and early warning processes (EWP).
Use data to monitor subsidiary trends, inform future strategies and address key market issues.
Gathering and analysing market feedback, product-related issues and customer usage-related defects to identify trends, technical training gaps and potential root causes.
Define and commission DA product-related technical training material for service centres and field engineers with the Cross-Channel Content team.
Complete product performance assessments and submit issue management reports to Suwon office, ensuring alignment with factories and subsidiary stakeholders.
Validating call guides and repair guides to ensure accuracy and effectiveness in field applications and provide DA technical support to training teams across Europe.
Identifying and launching new projects which improve DA product knowledge and usability; reporting on project status and ensuring timely execution against agreed KPIs.
Validating new models and diagnostic tools to ensure alignment with market needs. Conduct usability testing and support factory-led training sessions.
Managing communication between Suwon office and subsidiaries to establish field testing during the product development stage; selecting test participants, collecting surveys and providing feedback based on the results.
What we need for this role
To be successful, you will possess the following skills and attributes:
Excellent knowledge and technical understanding on DA mechanical engineering, wireless technologies, server, platforms, Apps, networks, cloud connectivity, compatibility – previous experience would be an advantage
Knowledge of product design and production stages, production line, SW production stages and cycles, product lifecycle.
Knowledge of industry standard repoting metrics along with correlation to the day to day activities such as Defect%, CRRR% (Repeated Repair), Repair NPS, Ex-LTP, OOW/IW – desired but not essential for the role
Knowledge of trends on graphs/charts and link to action plans
Experience on participating on agile projects or working under agile practises
Passionate about technology and innovation
Flexible & agile to adapt to workload changes
Communication skills & open minded approach is a must
Good skills on Microsoft Excel, Word and Power Point
Excellent English, oral and written – other language skills is an advantage
BSc or equivalent degree in Computer Science, engineering or relevant field, or similarly relevant work experience
What does success look like?
Enthusiastic & Can-do attitude
Visionary & Passionate
Analytical & practical skills
Willing to learn, and learn more
Attention to detail & target perfection
Self motivated & Proactive
Comfortable to work remotely and engage other fucntions/regions
Comfortable to work in a fast-paced environment
The candidate would have established relationships and regular, frequent communications with the key functions stakeholders (factories, Subsidiaries, DA Business Management Group in Korea), would have a list of worst impacting issues and actions plan, would have acquired a confident view on Product operations, launch timeline, action plans over product lifecycle, market seasonality, market driving insights and would have great understanding on product performance impacting factors and product improvement priorities
Success to be measured based on efforts, engagement levels, contributions on the regular weekly activities, the efficiency of actions and effectiveness on communications and critical issues.
Primary and weekly achievement would include communications with the key stakeholders in PQLC team, Subsidiaries, factories and HQ GBM, follow up on actions plans and awareness on key team KPIs trends
Proactive mindset, progressive approach, enthusiastic for improvement, eager on permanent solutions and good relationship establishment would be the ideal behaviours to succeed in this role.
Skills and Qualifications
Benefits of working at Samsung include
Hybrid working - 3 days in the office and 2 days at home per week
Bonus scheme linked to individual, team and company performance
Car allowance
Healthcare cash plan or private medical – single cover
Income protection
Enhanced pension contribution
Three volunteering days each year
Flexible benefit portal and contribution of £55 per month - including travel insurance, gym membership, season ticket loan, Tastecard, dental insurance and more
Holiday - 25 days plus bank holidays and an additional day off for your birthday
Access to discounts on a wide range of Samsung products
Access to a discount shopping portal
A note on equal opportunities
We are an equal-opportunity employer and value diversity at our Company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status or disability status.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
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