Service Engineer - Samsung
Role Overview
Diagnose and repair in-warranty and out-of-warranty Samsung mobiles, tablets, and wearables to Samsung-authorized standards.
Deliver first-time-right repairs within committed turnaround times and provide a professional customer experience.
Key Skills for This Role
Full Job Posting
Role purpose
Diagnose and repair in-warranty and out-of-warranty Samsung mobiles, tablets, and wearables to Samsung-authorized standards.
Deliver first-time-right repairs within committed turnaround times and provide a professional customer experience.
Repair and service delivery
- Meet daily weighted productivity targets and keep repeat repairs within 30 days and quality-control rejections within KPI thresholds.
- Complete same-day repairs when repair level and parts availability allow; alert the Team Leader to jobs at risk of missing promised dates.
- Explain faults, proposed repairs, costs, and timelines to walk-in customers in plain language.
- Record symptom codes, repair codes, parts used, and job status at each milestone in the brand service system.
- Handle devices and customer data confidentially; obtain documented consent before backup or reset and return devices in their received condition apart from the repair.
- Follow ESD, electrical safety, workshop housekeeping, and brand processes, and return defective parts on time.
- Support service-centre CSAT and NPS through workmanship and customer interactions.
- Complete mandated Samsung training and recertification, including training on newly launched models.
Experience and education
- 1–2 years of experience managing repairs of Samsung products.
- Diploma or ITI in Electronics.
- Samsung certifications.
Skills and abilities
- Actively listens and communicates effectively and respectfully.
- Keeps customer needs in mind when making decisions.
- Seeks new knowledge to improve and develop.
- Completes work accurately with attention to quality, processes, and procedures.
- Reliable in completing tasks and achieving results with minimal oversight.
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