Technical Support Engineer

Position Summary

Samsung Electronics Ukraine is opening the vacancy of Technical Support Engineer in Kyiv.

Role and Responsibilities

Technical support of Authorized service network for Home Appliance products

On Time technical support of Service centers requests by calls, e-mails, messengers

Daily check Q&A from partners and support with answers

Prepare and publish answers, manuals, repair tips and guides

Tough cooperation with spare parts/VOC/CC/HA sales/Logistics teams

Technical Education and Certification

Regularly receive new models launching trainings from Factories

Control Technical Education process for Staff and partners engineers;

Manage Technical Certification process for tech support engineers

New Models launch preparation;

Improve low performance partners and engineers operation by dedicated trainings

Repair process control and Quality Improvement

Daily control and speed up currently opened repairs

Analyze pending repairs by reasons of delays, daily control

Manage decisions about product returns in cases of delays or impossible to repair

On-time detect possible technical issues and implement action for quality improvements

Reporting and KPI management

Control main technical KPIs;

report to management about technical support operation results, KPI and improvements

What we need for this role

To be successful, you will possess the following skills and attributes:

strong upper-intermediate English is a must

High education in engineering

3+ years experience in Home Appliance product repair and Service Processes

Analysis and communication skills

Skills and Qualifications

What does success look like?

A ‘can do’ and positive attitude, and the ability to perform well under pressure, always providing the customer with more than they were expecting

The ability to stop, review, measure and document challenges/opportunities and bring them to the attention of the relevant stakeholders for support and resolution

Be able to cope well with change and the ambiguity which may exist while change is effected

The ability to put the customer and their experience/journey first

Benefits of working here at Samsung include:

Hybrid working with flexible hours

Bonus Scheme

Great development opportunities: corporate and external trainings; global company networking for professional and personal growth

Holiday - 28 days per annum plus bank holidays

Access to discount shopping portal

Сanteen coverage onsite

Company benefits package: health and life insurance; corporate doctor company support for sports and recovery; employee personal support (marriage, child birth etc.)

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.

Interested? Send us your CV!

Our People Team will consider your application and if you meet the position requirements, will contact you for further steps.

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