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Sr. Spec, Technical Support B2C Retail

Samsung

This is a Contract position in Mississauga, ON posted June 19, 2019.

Position Summary

Manage and provide support to IM service field support team and service network partners in managing day-to-day hardware repair process, developing, modifying and enhancing process as required. Develop and deliver in-depth training to IM field support and/or IM service partners, contact centre training team and provide Support and manage Samsung’s exclusive retail walk-in service network (MSC and SES) and retail service experience. Liaison and indirectly manage and support SES Galaxy Consultant staff, service process and experience at SES and MSC network. Provide technical and face-2-face customer support and training to SES and MSC Galaxy Consultants and Technician staff.

Role and Responsibilities

  • Manage day-to-day service process and experience for Samsung’s exclusive walk-in service network.
  • Develop and manage the distribution of service content and enhance service expertize by distributing, training and educating IM Technical Support team and/or service network partners and to Retail partners.
  • Provide training to Galaxy Consultant staff on managing the face-2-face walk-in service expectation and experience, educating customer on understanding product performance and behavior and performing device triage and diagnostic.
  • Indirectly manage the SES and MSC Galaxy Consultant staff requirement and schedule to ensure adequate coverage during hours of operation.
  • Liaison with Retail Excellence to ensure MSC customer service area and product experience zone is routinely updated and compliant current product offering.
  • Manage and monitor SES and MSC service performance level to ensure KPI compliance and identify and implement immediate resolution for performance that are at risk of non-compliant.
  • Support IM technical support team with delivering product technical support training as required,
  • Manage and monitor customer walk-in service trends to improve customer service experience and service process flow through SES and MSC locations.
  • Manage and monitor repetitive repair to minimize customer dissatisfaction resulted from service failure by analyzing and monitoring repetitive repairs and multiple defects.
  • Manage and monitor the use to high cost service parts by analyzing high parts cost usage and developing improvement measures to reduce service cost.
  • Conduct regular service network audit to ensure service authorization certification compliance.
  • Perform routine and semi-routine field testing to evaluate product and/or network performance and report product and/or network performance issues/behavior to Product Realization/R&D, including detail description on duplicating product and/or network performance issue and root cause analysis.

Skills and Qualifications

Education:

  • Degree in engineering or related electronic technical training in GSM, HSPA, LTE, VoLTE technology an asset.

Knowledge:

  • Able to interpret and analyze technical documentation and test procedures.
  • Knowledge of MS Office applications and some technical diagnostics skill.
  • Above average customer service skills and good negotiating skills.

Experience:

  • Experienced in delivery high level service technical training to large group in classroom type setting and one-on-one training sessions. 
  • 2-3 year experience in testing wireless devices in a lab and field environment preferred
  • Understanding of wireless mobile communication network and technology.
  • Experience in the use, setup and configuration of wireless communication test equipment preferred
  • Ability to provide face-2-face customer service training, hardware repair training and hardware service diagnostics, face-2-face,  via phone, email or web based applications.

Samsung is an equal employment opportunity employer.

 

Samsung has an accommodation process in place and provides accommodations for job applicants with disabilities as appropriate. Assessment and selection materials and procedures can be made available in accessible formats and methods as appropriate.  If you require a specific accommodation because of disability or medical need, please let us know when selected to take part in our recruitment process so that reasonable arrangements can be made for the appropriate accommodations to be in place as you move through our process.

 

We thank you for your interest in working for Samsung. Only candidates selected for an interview will be contacted.

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