Product Support Engineer

Position Summary This role is not eligible for immigration sponsorship Headquartered in Plano, TX, Samsung Electronics America (SEA) is a leader in mobile technologies, consumer electronics, home appliances, enterprise solutions and networks systems. Across each of these areas, our work drives innovation, economic growth and workforce opportunity in the United States. For nearly five decades, Samsung has been at the forefront of technological advancements, investing over $100 billion and creating more than 20,000 jobs nationwide. Our mission? To integrate cutting-edge products, services, and AI technology to deliver smarter, sustainable, and more connected experiences that empower people to live better. As a wholly owned subsidiary of Samsung Electronics Co., Ltd., SEA offers opportunities to work alongside global visionary thinkers and innovators who are passionate about making a difference. Explore the exciting opportunities at Samsung Electronics America and discover how you can make an impact. To learn more, visit Samsung.com. For the latest news, visit news.samsung.com/us. Role and Responsibilities The Product Support Engineer role is responsible for the overall management and leadership to ensure Samsung Electronics America (SEA) Commercial Display products operate according to the highest quality standards and product service/repair procedures are highly effective. This role will assume full responsibility and management of all service-related activities from cradle to grave. The incumbent will drive clear communication and establish strong relationships between cross-functional teams, domestically within SEA, and internationally with production factories, Samsung Korea customer service and development (R&D) teams. This role is accountable for providing sufficient information for higher autonomy to make decisions that affect the cost of product quality and service.   [Position Objective] The main function of the Commercial Display Product Support Engineer is focused on the management of new product introduction (NPI) product quality evaluations, post launch field quality support, and firmware/software updates quality assurance testing. In this position, other duties may be assigned, either directly or through others.   NPI Product Quality Prior to Market Launch NPI product testing and serviceability evaluations for continuous improvements in product quality, product usability and performance Development of detailed test cases and test plans/scripts Early production quality evaluations including 1st lot product quality check Travel overseas to meet with design, R&D, and factory locations for product evaluation, training and quality review Support early production field test activities and work with GBM on addressing top quality issues Provide technical repair training and content to training team and support technician/servicer training events as needed Create service repair documentations for Samsung Authorized Service Centers Development of detailed test cases and test plans Confirm compatibility with various external devices customers useThe Product Support Engineer role is responsible for the overall management and leadership to ensure Samsung Electronics America (SEA) Commercial Display products operate according to the highest quality standards and product service/repair procedures are highly effective. This role will assume full responsibility and management of all service-related activities from cradle to grave. The incumbent will drive clear communication and establish strong relationships between cross-functional teams, domestically within SEA, and internationally with production factories, Samsung Korea customer service and development (R&D) teams. This role is accountable for providing sufficient information for higher autonomy to make decisions that affect the cost of product quality and service.  [Position Objective] The main function of the Commercial Display Product Support Engineer is focused on the management of new product introduction (NPI) product quality evaluations, post launch field quality support, and firmware/software updates quality assurance testing. In this position, other duties may be assigned, either directly or through others.  NPI Product Quality Prior to Market Launch NPI product testing and serviceability evaluations for continuous improvements in product quality, product usability and performance Development of detailed test cases and test plans/scripts Early production quality evaluations including 1st lot product quality check Travel overseas to meet with design, R&D, and factory locations for product evaluation, training and quality review Support early production field test activities and work with GBM on addressing top quality issues Provide technical repair training and content to training team and support technician/servicer training events as needed Create service repair documentations for Samsung Authorized Service Centers Development of detailed test cases and test plans Confirm compatibility with various external devices customers use Field Support Perform Commercial Display quality testing and analysis by thoroughly reviewing service data Develop service bulletins and training documents related to new Commercial Display issues Field issues support and analysis including travel on-site to customer location to inspect defective product and provide appropriate corrective actions and solutions Provide engineering support and apply effective root cause analysis and corrective actions for resolving complex quality Commercial Display field issues reported to Technical Call Center New and defective parts retrieval, quality analysis and reporting Analyze Service quality and report reasons for repeat repair (REDO) and provide corrective actions Check quality issue on spare parts which may exhibit same risk/symptom as defective Commercial Display Technical assistance for Commercial Display launching events from PR and Marketing/Sales Manage and perform firmware/software quality assurance testing on post-production Commercial Displays before official release Research and collect Commercial Display VOC for strategic implementation Track the effectiveness or side effect of countermeasures created during NPI stage   Data, reporting and quality trend analysis Create content to enhance the ability of field service technician personnel to perform reliable repairs.  This will include troubleshooting techniques and tips and repair procedures. Support Samsung Authorized Service Centers and Technical Call Center with ongoing service documents and training Analyze, track and report reasons for repeat repair (REDO) and provide corrective action Support training team on product repair training and training content development Skills and Qualifications Minimum Qualifications: ·         Bachelor’s Degree or higher in Engineering required, from an accredited college or university or equivalent experience ·         Minimum with 6+ years of experience in a Consumer Electronic product support or service support role.  Commercial Display experience is preferred. ·         Knowledge of network infrastructure. Specifically, Wi-Fi, Bluetooth and other methods to connect products to each other, as well as to home networks. ·         The ability to develop and maintain excellent working relationships with multiples levels within the company including Product Marketing and sales, and with external contacts including customers, authorized service agents, sales & equipment service representatives, etc. ·         The ability to develop and maintain excellent working relationships with peers and leadership within the department ·         Ability to work cooperatively and to occasionally interface with senior management for technical information exchange ·         Work under very little supervision and guidance to identify and ensure achievement of team goals and to complete indi