Professional Ⅱ, CS Technical Support

Samsung
Plano
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Experience: 4+ yearsEducation: bachelorsSkills: ["Communication","Relationship management","Problem-solving","Independent working","Self-motivation"]

Lead Samsung Commercial Display product support end-to-end, ensuring high-quality service and effective repair procedures from NPI through post-launch field support. Own NPI product quality evaluations, serviceability testing, firmware/software QA, and root-cause analysis for complex field issues. Create test plans, service bulletins, and repair/training documentation for Authorized Service Centers and support teams, while coordinating across domestic and international stakeholders.

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FursaFursa
Samsung
Samsung
1 month ago

Professional Ⅱ, CS Technical Support

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Source: Company careers pageValidated by: Fursa AI
Last checked: 26 days agoStatus: Live

Job Summary

Lead Samsung Commercial Display product support end-to-end, ensuring high-quality service and effective repair procedures from NPI through post-launch field support. Own NPI product quality evaluations, serviceability testing, firmware/software QA, and root-cause analysis for complex field issues. Create test plans, service bulletins, and repair/training documentation for Authorized Service Centers and support teams, while coordinating across domestic and international stakeholders.
Location: Plano
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Manage NPI product quality evaluations, including product testing/serviceability evaluations, test case/test plan development, and early production quality checks.
  • •Provide field quality support by reviewing service data, developing service bulletins and training documents, and performing root-cause analysis and corrective actions for complex issues.
  • •Conduct firmware/software quality assurance testing on post-production Commercial Displays before official release and support compatibility checks with external devices.
  • •Support Authorized Service Centers and the Technical Call Center with ongoing service documents, training content, and repair troubleshooting guidance.
  • •Track service quality trends by analyzing repeat repair (REDO) reasons, retrieving/analyzing new or defective parts, and monitoring the effectiveness/side effects of NPI countermeasures.
Travel: Medium travel

Key Requirements

  • •Bachelor’s degree or higher in Engineering from an accredited college or university.
  • •4+ years of experience in a consumer electronics product support or service support role; Commercial Display experience is preferred.
  • •Knowledge of network infrastructure, specifically Wi‑Fi and Bluetooth, and connecting products to each other and home networks.
  • •Strong relationship management across multiple company levels and with external contacts such as customers and authorized service agents.
  • •Ability to work with little supervision and independently manage multiple priorities and assignments.
Experience:4+ yearsConsumer electronicsProduct supportField service
Education:Bachelor's
Skills:CommunicationRelationship managementProblem-solvingIndependent workingSelf-motivation
Tech Stack:Wi-FiBluetoothMS ExcelMacrosPivotsChartsGraphsMS OfficeMS OutlookMS WordMS PowerPointFirmwareSoftware

Company Brief

Samsung
Global conglomerate known for consumer electronics, home appliances, semiconductors, displays, and mobile devices. Designs and manufactures a wide range of products and solutions for consumers, enterprises, and industrial customers worldwide.
Industry: Conglomerates & Holding Companies
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Seoul, South Korea
Founded: 1938
Glassdoor
Glassdoor: 3.7
WebsiteLinkedIn