Product Support Engineer

Position Summary This role is not eligible for immigration sponsorship Samsung Electronics America, Inc. (SEA), the U.S. Sales and Marketing subsidiary, is a leader in mobile technologies, consumer electronics, home appliances, enterprise solutions and networks systems. For more than four decades, Samsung has driven innovation, economic growth and workforce opportunity across the United States-investing over $100 billion and employing more than 20,000 people nationwide.

By integrating our large portfolio of products, services and AI technology, we're creating smarter, sustainable and more connected experiences that empower people to live better. SEA is a wholly owned subsidiary of Samsung Electronics Co., Ltd. To learn more, visit  For the latest news, visit

Responsible for the support management and leadership to ensure Samsung Electronics America (SEA) Home Appliance 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 testing 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.

• 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 retail product quality check at the DA factories (SAMEX and SEMP)
• 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 documentation for Samsung Authorized Service Centers
• Development of detailed test cases and test plans
• Confirm compatibility with various external devices customers use

• Perform DA quality testing and analysis by thoroughly reviewing call service data
• Develop service bulletins and training documents related to new product 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 DA field issues reported to Call Center, Tech Support and VOC team
• 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 DA products
• Technical assistance for DA launching events from PR and Marketing/Sales
• Manage and perform firmware/software quality assurance testing on post-production DA products before releasing on  and server
• Research and collect DA VOC for strategic implementation
• Track the effectiveness or side effect of countermeasure 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 "Technical Support" and "Triage" teams 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

Bachelor's Degree or higher in Engineering required, from an accredited college or university Should have a minimum of 4 + years' experience in the consumer electronics industry

Minimum with 4+ years of experience in a Home Appliance product support or service support role. DA experience is preferred. Knowledge of electric or HVAC. Specifically, Home appliance products and their functions. The ability to develop and maintain excellent working relationships with multiples levels within the company including