$75000 - $80000 Year
Monday to Friday
Day shift
Health insurance
Paid time off
Employee discount
Dental insurance
Vision insurance
401(k)
401(k) matching
Flexible schedule
Parental Leave
Tuition reimbursement
Flexible spending account
Retirement plan
Others
Position Summary
Why join our team?
Samsung inspires the world and shapes the future with progressive ideas and technologies. The company is redefining the worlds of TVs, smartphones, wearable devices, tablets, digital appliances, network systems, and memory, system LSI, foundry and LED solutions.
Samsung was founded with the purpose of shaping ‘a better tomorrow’, creating products that benefit people. We put people at the heart of everything we do, and we are steadfast in our pursuit of innovation that inspires meaningful human progress. This commitment allows us to help communities, push boundaries and use our skills, ideas and products to create a greater positive societal value.
The Customer Experience team in Samsung UK is responsible for all aspects of support across all products across Consumer Customers and Business Clients. It sits as a key pillar within the overall organisation, along-side Sales, Marketing and Finance locally, whilst forming part of the global Customer Service infrastructure.
This role is to support the CE side of the Service Delivery team, where you will be responsible for creating/sharing Knowledge, driving performance and making quality improvements within the DA product group.
Role and Responsibilities
Your Key Responsibilities:
Be the go to person for both Global HQ and European teams to develop standard methodology repair and support processes and distributing to the UK and Irish repair networks, as well as supporting European colleagues.
Be the instigator in providing the knowledge in B2C DA, which gives the training team the detail to support and deliver required technical information and training for new product introduction across contact centres, internal departments, authorized service centres and retailers as required.
Supporting authorized service centre performance by conducting engineer accompaniments, audits and technical meetings either onsite or at a Samsung location. Understanding and sharing standard methodology processes across all touchpoints to improve triage, repair and customer liaison.
Working alongside European and Global HQ to develop standard methodology repair and support processes and distributing to the UK and Irish repair networks.
Own the implementation of any new tooling derived at HQ across the relevant platform(s). Inclusive of the Testing, training and increased usage.
Support the gathering and analysis of quality insight on products to share with the relevant partners in HQ, GBM, European HQ and local teams. This to be done through IDRI reports at the warehouse, utilizing live streaming and ride along etc.
Collection of faulty parts and sharing with factory.
Identifying and supporting lower level repair processes to improve cost and being more eco conscious with our repair practices.
Supporting the warehouse QC team, conducting inbound inspections at multiple warehouses (Samsung & Retailer) to validate condition of new and returned product and issue reporting to HQ.
Continuous drive to analyze costs with a view to be more efficient and reduce where possible
Supporting the technical team in the sharing of knowledge with the contact centres and online journeys with product information to ensure that best in class support is given.
Support in the creation and distribution of the technical content to aid the Field Network, Contact Centre agents and online journey.
Technical Bulletins
Process hints n Tips for the network and online
Video content creation
Supporting the Techline with training and gathering and analyzing the insight gleaned from the reporting functions to create clear and defined improvement plans
Creation of quarterly certification exams and verification of training content created.
Working alongside the training team to support and deliver required technical information and training for new product introduction across contact centres, internal departments, authorized service centres and retailers as required.
Complete administrative approvals for compliance – Examples: Technical return, multi part use and repeated repair via Samsung approval systems.
Collaborate with other areas of the CX and commercial teams to make continuous improvements, whether through ASC visits, Engineer accompaniments, product inspection, event support etc.
Other day to day activities that need to be supported in relation to CE Service Delivery activity
Deliver the results to target on the main critical metrics:
Customer Repeat Repair Ratio (C-RRR)
First Time Completion (FTC)
Customer Satisfaction (CMI & NPS)
Monitor and Manage Failure Cost Ratio (FCR)
Excessive Long Term Pending (E-LTP)
Technical Bulletin Adherence
Reduction in product returns (Technical Returns)
Drive the usage of Samsung DA tools:
Home Appliance Smart Service (HASS)
Home Appliance Remote Management (HRM)
Visual Support
Home Appliance Wizard
Skills and Qualifications
What we need for this role
To be successful, you will possess the following skills and attributes:
Worked within a large and diverse organisation
Soft skills
Able to communicate across multiple platforms at a senior level
Good interpersonal skills
Good attention to detail
Self-motivated and able to work with minimum direction
Prepared to challenge the Status Quo
Able to motivate a team
Hard skills/experience required
Understanding of DA technology, retail industry and the support industry
Equivalent experience
Knowledge of Microsoft Office Suite
Worked within a multi-cultural environment
Energetic and enthusiastic about technology
What does success look like?
Within the first 6 months, it is expected that the successful candidate will be in a position to stand alone in the support of the DA partners from a technical aspect, with a full understanding of the SEUK expectations and demands. This will be inclusive of the aspects detailed and showing a marked progression in any projects issued
Benefits of working here at Samsung include:
Hybrid working (3 days office & 2 days at home)
Bonus Scheme
Pension contribution
3 x volunteering days each year
Holiday - 25 days per annum plus bank holidays and an additional day off for your birthday!
Access to staff sales discounts on a wide range of Samsung products
Access to discount shopping portal
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.
We create the future by fostering a diverse culture to drive sustainable growth.
Communication
Leadership
Teamwork
Interpersonal
Learning/adaptability
Self-management
Organizational
Computer
Problem solving
Open mindedness
Strong work ethic
technology
Others
Under 1 Year
Manufacturing
On going position
In-person