Field Support Engineer – Display & Hardware, Customer Care

Description

Summary

Headquartered in Ridgefield Park, N.J., Samsung Electronics America, Inc. (SEA) is a leader in mobile technologies, consumer electronics, home appliances and enterprise solutions.

From our humble beginnings to our position today as a tech leader, our passion for innovation has been the common thread throughout our history.

We’ve grown into one of THE most recognized global brands. We consider ourselves relentless pioneers that push boundaries and defy barriers.

The company pushes beyond the limits of today’s technology to provide groundbreaking connected experiences across its large portfolio of products and services, including mobile devices, home appliances, home entertainment, 5G networks, and digital displays.

As EPA’s ENERGY STAR® Corporate Commitment Partner, SEA is dedicated to making a positive impact on the environment through its eco-conscious products, practices, and operations.

People Excellence Change Integrity Co-Prosperity2. Maximize customer satisfaction by analyzing multiple defects and repetitive repairs after product sales and providing necessary solutions and improving repair capabilities.

3. Reinforce service expertise through developing and distributing guide contents regarding new models and new functions.

Role and Responsibilities

The Field Support Engineer’s role is to investigate and resolve quality concerns with Samsung B2B Visual Display products and professional services, through training, technical support, and quality assurance management.

The Field Support Engineer is also responsible for supporting the development, deployment, and operations of various managed service projects, within the Samsung Customer Care group.

Essential Duties and Responsibilities :

Provide on-site, engineering-level support for Samsung visual display products and services.

Provide training, performance evaluations, reporting, and real-time technical support for Samsung service teams and service partners.

Support the development, proof of concept, implementation, and long-term operations of new and existing Samsung professional services.

Communicate and coordinate with customers and internal Samsung teams to investigate and resolve potential quality concerns.

Develop, coordinate, and manage small to medium-sized service-related projects.

Develop and present engineering-level documentation related to various support activities.

Represent Samsung Customer Service in a professional manner.

Travel by ground and / or air to work in diverse work environments throughout the U.S.

Be prepared to travel with short notice, with a maximum of 80% travel possible.

Periodically provide after-hours and / or weekend support to accommodate customer schedules.

Maintain a functional home office to support a professional and effective work environment.

Perform all duties and responsibilities while traveling and working outside of the home office.

Physically carry products, parts, tools, and ladders to and from the vehicle and the work site.

Work at heights, safely utilizing Ladders, lifts, and booms when required.

Lift, carry, and maneuver objects up to 65 pounds without assistance.

Skills and Qualifications

Bachelor's Degree (or equivalent experience) in Electronics Engineering Technology, Computer Engineering Technology, or similar Engineering Technology discipline.

Eight years of customer service experience supporting Audio / Visual products and systems.

Experience with installation, operation, and support of digital signage products and complex audio-visual presentation and automated control systems.

Prefer experience with installing and supporting Samsung indoor and outdoor digital signage products, including Direct View LED, LFD, MagicInfo, Hospitality TV and PC monitors.

Current OSHA 30 job-site safety training certification a plus.

Proficient with computers, networking, operating systems, and various Microsoft Office products.

Familiar with a wide range of hardware and software troubleshooting technologies and tools.

Proficient with and able to safely use hand tools and power tools

Read and interpret electronic schematics and architectural blueprints.

Must be self-motivated, organized, and able to work without direct supervision.

Demonstrates clear and effective written and verbal communication skills.

Demonstrates professionalism when interacting with customers, employees, and colleagues.

Demonstrates leadership and teamwork skills.

Demonstrates effective technical training skills.

Possess a valid driver’s license and is a safe driver.

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At Samsung, we believe that innovation and growth are driven by an inclusive culture and a diverse workforce. We aim to create a global team where everyone belongs and has equal opportunities, inspiring our talent to be their true selves.

Together, we are building a better tomorrow for our customers, partners, and communities.

Samsung Electronics America, Inc. and its subsidiaries are committed to employing a diverse workforce, and provide Equal Employment Opportunity for all individuals regardless of race, color, religion, gender, age, national origin, marital status, sexual orientation, gender identity, status as a protected veteran, genetic information, status as a qualified individual with a disability, or any other characteristic protected by law.

Reasonable Accommodations for Qualified Individuals with Disabilities During the Application Process

Samsung Electronics America is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application process.

If you have a disability and require a reasonable accommodation in order to participate in the application process, please contact our Reasonable Accommodation Team (855-557-3247) or om for assistance.

This number is for accommodation requests only and is not intended for general employment inquiries.