Service Engineer - Samsung

Job Summary & Purpose:

Diagnose and repair in-warranty and out-of-warranty Samsung mobiles, tablets and wearables to Samsung-authorized standards, delivering first-time-right repairs within committed turnaround times and a professional experience to every customer.

Key Performance Areas (KPAs) & Principal Accountabilities:

1 Diagnose and repair in-warranty and out-of-warranty Samsung mobiles, tablets and wearables to brand standard, achieving the daily weighted productivity target set out in the KPI

2 Deliver first-time-right repairs, keeping repeat repairs within 30 days and final QC rejections within the thresholds defined in the KPI

3 Meet committed turnaround times, completing same-day repairs where the repair level and parts availability allow, and flagging any job at risk of missing its promised date to the Team Leader before the customer is affected.

4 Attend to walk-in customers with technical queries: explain the fault, the proposed repair, the cost and the timeline in plain language, and set expectations the centre can meet.

5 Update the brand service system at every job milestone — symptom codes, repair codes, parts consumption and status — so job status is accurate in real time and warranty claims are accepted first time

6 Handle customer devices and the data on them with care and confidentiality: obtain documented consent before any backup or reset, protect personal data at all times, and return devices in the condition received apart from the repair performed.

7 Comply fully with ESD, electrical safety, workshop housekeeping and brand process requirements, and return defective parts within the stipulated window.

8 Contribute to the service centre's CSAT and NPS performance through quality of workmanship and customer interaction

9 Complete all mandated Samsung technical training and re-certification within the required timeframe, including induction on newly launched models.

Qualitative Requirements

Experience

(Yrs& Field) 1-2 years’ experience managing repairs of all Samsung products

Educational Qualification Diploma/ ITI in Electronics

Professional Certifications Certifications from Samsung

Skills & Abilities - Interpersonal skills: Actively listens and speaks effectively and respectfully to others.

• Customer focus: Keeps the customer all the time while making decisions.
• Desire to learn: Seeks to acquire new knowledge to improve and develop
• Detail orientation: Completes tasks accurately with eye towards quality, process and procedures.
• Reliability: Completes tasks and achieves results with minimum oversight