Position SummaryThe successful applicant will manage pre/post sales product support for Air Conditioning Products - RAC & System ACRole 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 customers 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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Samsung