Senior Officer, CS technical support

Position Summary

This position is responsible for improving the customer experience after the sale of Home Appliance (HA) products. The role expands beyond technical support to include service process improvement, cost-saving through component repairs, technical training, and market issue resolution. The goal is to reduce service costs, improve repair speed and quality, and support field teams with the right technical knowledge.

Role and Responsibilities

Key Responsibilities:

1. Reduce Service Costs through Component Repair

• Develop and implement repair methods that use smaller parts instead of full replacements (e.g., washing machine water valves).
• Enable repair at the customers home to reduce transportation costs and speed up service.

2. Improve Repair Speed and Quality

• Monitor repair performance for Home Appliance products and take action to improve speed and customer satisfaction.
• Support field engineers, call center agents, and sales staff on difficult cases or repeated product issues.
• Use system tools (e.g., HASS) to maintain high repair quality.

3. Support Installation and Customer Education

• Ensure proper installation and product training are provided by Modern Trade (MT) partners, installers, and IDC teams.
• Help reduce service claims caused by installation issues or customer misuse.

4. Deliver Technical Training to Field Teams

• Provide regular training to installers and engineers on how to correctly install, maintain, and repair Home Appliance products.
• Support long-term skills development through a structured training roadmap.

5. Monitor and Resolve Market Product Issues

• Track recurring product issues in the market and report them with detailed findings to the factory and regional teams.
• Visit customer sites and collect faulty samples to support issue analysis and early resolution.

6. Provide Technical Support to Service Teams

• Offer real-time support through phone, chat, or service platforms to help engineers and support teams solve problems quickly.
• Respond to questions from call center agents and product consultants to improve first-contact resolution.

7. Manage Maintenance Service Programs

• Lead maintenance service activities for HA products to ensure consistent service quality.
• Identify ways to improve operations and customer experience through better service planning.

Skills and Qualifications

Qualifications:

• 3-5 years of experience working with Home Appliance products, preferably in service or technical support.
• Strong understanding of the structure and repair of washing machines and refrigerators. Hands-on experience with field service, product installation, or customer troubleshooting.
• Good communication skills in both Thai and English; able to explain clearly and respectfully to internal and external teams.
• Comfortable working both independently and as part of a team in various work settings (e.g., customer sites, service centers).
• Goal-oriented with a commitment to delivering customer satisfaction.
• Open to working with people from different backgrounds and adapting to changes quickly.
• Able to manage multiple tasks effectively while meeting deadlines.
• Skilled in using Microsoft Office and common service tools or platforms.

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Information :

• Company : Samsung
• Position : Senior Officer, CS technical support
• Location : กรุงเทพฯ
• Country : TH