Assistant Manager, AC Technical Engineer

2 weeks ago

Dubai, Dubai, United Arab Emirates SAMSUNG Full time

The successful applicant will manage pre / post sales product support for Air Conditioning Products – RAC & System AC.

Role and Responsibilities

  • Contribute to successful product launch in the market – B2C & B2B.
  • Liaise with Internal Sales team to understand product requirements, installation & propose technical solutions.
  • Monitor / Reporting any early product quality warning and communicate with R&D to give customer solutions.
  • Provide training and share "know how" to service partners by creating relevant content.
  • Maintain positive KPIs and analyze / report abnormalities.
  • Add value to customer's experience through driving internal improvements in contact center, digital channels.
  • Initiate Care Packs (Maintenance Packs, Extended Warranty) sales in customer channels.
  • Detect / Mitigate business risk activity and report periodically.

Product Launch

  • Perform product / service launch plan by timeline (Contents, Parts, tools, training etc.).
  • Monitor / Report any potential product quality issue with systematic risk sensing and reporting.
  • Analyze defect symptom & provide necessary solutions to customers on timely manner.
  • Develop process or JIGs to provide prompt technical solution.

Technical Operation

  • Ensure healthy technical operation for RAC & System AC products.
  • Create / distribute help contents to strengthen self-service for end users and advanced repair skills for Samsung engineers.
  • Prepare product training manuals & Conduct On site / Online training as per annual training calendar.
  • Analyze and solve repetitive repairs and multiple defects resulted from service failure.
  • Reduce service costs by analyzing No Part Used cases and develop an improvement measure by finding the reason.

Skills and Qualifications

  • Bachelor degree in Mechanical / Air Conditioning Engineering.
  • Arabic speaking is required.
  • Must have 4 - 6 years of experience in Product Support / Customer Service with a reputed Company in Air Conditioning field.
  • Currently working in the UAE and has existing GCC work experience.
  • Excellent communications skills and the ability to work with multiple stakeholders.
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