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Home Appliance Technical Support Professional
1 month ago
Position Summary
He/she will execute the technical training for Samsung Egypt Engineers to enhance the repair quality level, increase customers satisfaction, create customer value, increase products sales and maintain reasonable service cost.
Role and Responsibilities
- Prepare technical training material needed for home appliances technicians
- Set the training plan for engineers for new models and technical tips
- Monitor the engineer Performance and enhance the poor ones
- Prepare a periodic technical bulletin to inform all related teams with all technical updates related to our products.
- Monitor the product quality and report to HQ for any quality issues
- Plan and forecast the spare parts needed for the product service
- Test the retuned defected spare parts and send a technical feedback report to quality team.
- Provide alternative technical solution in case of the spare part is not available.
- Handle technical issues with GOEIC, EOS and CPA for Home appliance products
- Handle the Energy regulation with EOS and HQ
- Audit and filed visits for technicians and our Authorized service centers
- Analyze data to minimize customer dissatisfaction resulted from service failure by analyzing and monitoring repetitive repairs and multiple defects.
- Reinforce service expertise through developing and distributing guide contents regarding new models and new functions.
- Manage the repair quality KPIs (Repeated Repair, Customer satisfaction, Product return reduction)
- Create innovative ideas to reduce the service cost
- Support Complaint team to handle all customers complaint cases
- Reply day to day technical inquiries from all service centers
- Technical evaluation for the new service centers
Skills and Qualifications
Educational Background:
- Bachelor's Degree in Engineering from a reputable university.
**Experience**:
- 3-5 years of experience in a similar position (mandatory)
- Excellent MS Skills.
- Excellent reporting and analysis skills.
- Excellent English language skills.
- Excellent communication and presentation skills.