- Communication skills
- Customer service
EV Customer Service Engineer
About us:
For over 70 years, Samsung has been dedicated to making a better world through diverse businesses that today span advanced technology, semiconductors, skyscraper and plant construction, petrochemicals, fashion, medicine, finance, and more. Through innovative, reliable products and services; talented people; a responsible approach to business and global citizenship; collaboration with our partners and customers, Samsung is taking the world in imaginative new directions. For more information on Samsung, refer to www.samsung.com.
Samsung SDI is a leading supplier of lithium ion batteries for electronic, industrial and utility applications including mobile phones, notebook personal computers, uninterrupted power supplies, and energy storage. For more information on Samsung SDI, refer to http://www.samsungsdi.com/ .
Purpose:
This person conducts necessary analysis regarding quality issues occurring on the Customer's side and takes appropriate actions to correct such issues.
S/he also provides exemplary customer service in all American regions (North/Central/South).
Responsibilities:
1. Responds for Quality Issues (Field / Customer / Partner)
1.1. Visits to Customer Site
Understanding the Voice of the EV Customer
Disassembles & repairs purportedly defective Products
Responds to urgent issues at the very front line
1.2. Defect Analysis
Analyzes the cause of defect & establishes improvement plan for such defect
Analyzes purportedly defective Products collected at the RMA Center
Confirms which party (either SAMSUNG SDI or Customer) is liable for the defect occurred
1.3. Reporting
Compile reports of “Quality Issue State" on a monthly/weekly basis
2. Manages Customer Service Center
2 .1. Manages Customer Refund and Compensation for returned products which includes the Return Merchandise Authorization (RMA) process
Requests for approval of refund
Manages refund status
Logistics tracking for refund status
2.2. Supports the Customer Service Center
Supports applicable technology
Gives training on "New Product" before its launch
2.4. Performs Quality Audit of the RMA Center
Quality Process & Quality System Audit
2.3. Manages Inventory of complete products/solutions of the RMA Center and Customer Consignment Stock
Takes Inventory on a half-yearly basis
Confirms the RMA Center's final scrap of Defective Products
3. Provides Tech-Support to the EV and power applications
3.1. Performs installation site survey prior to Product's installation
Analyzes installation environment
Communicates to the Samsung SDI headquarter about any expected quality issues
Sends the field data to the SDI headquarter
3.2. Provides support to an Installation Site before and after commissioning
Provides feedback about any potential quality issues
Repairs any defects that may occur at the time of installation
3.3. Provides Tech-Support to Customer or Partner
Method of Product operation
Method of Trouble Shooting
Job Description Continued:
Establish and maintain customer relationships to increase customer satisfaction;
Supervise employees to operate according to SOP in reworking;
Follow up assembly process in client, cooperate to solve the problem in assembly process.
Identify potential risk for customer using.
Actively report the products usage and be able to handle emergencies independently.
Responsible for the summary of customer quality problem in the charge of the areas;
Follow up the quality problem solving process (according to customer requirements).
Desired Skills and Qualifications:
Bachelor's degree in Chemistry or Material science or Electricity or Electronics
More than 2 years customer Quality Engineer experience in Automotive or Lithium ion batteries industry is preferred
Communicates smoothly with our customers with a positive attitude at all times
Understand the quality improvement tools (eg: FMEA, FTA, 8D)
Good communication skills in English and Korean (Bilingual), logical expression and pressure resistance.
Field experience, hands-on practice and knowledge about Automotive or Lithium ion batteries industry.
Wide knowledge about USA Regulations & Standards related to Automotive or Lithium ion batteries industry.
Must be able to travel up to 20%
Must be able to lift and carry heavy-weight Products
Other duties may be assigned as needed by Management.