Senior Officer, CS Technical Support

Position Summary

Role and Responsibilities

1. Technical Support for Repair & Maintenance To strengthen SAC repair quality and maintenance capability by supporting service center and engineers with technical troubleshooting, preventive maintenance knowledge, and product issue analysis in order to improve service operation and customer satisfaction.
2. Repair & Service Infrastructure Improvement To deploy global repair and maintenance guidelines for SAC products to service center and related partners in order to improve repair quality, reduce repeat issues, and prevent product handling problems impacting product performance and customer experience.
3. Training / Technical Skill Improvement To conduct technical training for service center engineers and related teams for SAC products through establishment of technical training guidelines and competency development roadmap aligned with required repair and maintenance capability.
4. Technical Escalation Support To provide prompt technical support for product escalations, urgent field issues, VOC cases, and product quality investigations, including root cause analysis and corrective action support for related teams.
5. Market Monitoring & Spare Parts Management To monitor market quality trends, repair symptoms, and high spare parts usage in order to identify potential product issues, support preventive actions, and improve repair readiness. This includes spare parts usage monitoring, forecasting (FCST) for high consumption parts, and coordination with related teams to ensure parts availability and reduce repair delay risk.
6. Repair Process Optimization & Cost Reduction To improve repair process efficiency and drive service cost reduction through repair method optimization, repeat repair reduction, component-level repair enhancement, and effective spare parts utilization in order to improve productivity and operational efficiency.
7. Report & Operation Monitoring To generate and submit accurate service, repair, and expense reports for related operations. To provide technical investigation reports, VOC analysis, market monitoring summaries, cost reduction performance, and service operation reports where applicable in order to support continuous improvement and management decision-making Skills and Qualifications 3–5 years of experience in B2B after-sales service. Experience in consumer electronics, preferably with technical experience in the SAC Air Conditioning industry. Strong customer service skills with experience in onsite troubleshooting and fault investigation. Good communication skills in both Thai and English, with the ability to communicate professionally, diplomatically, empathetically, and tactfully according to the situation and job requirements. Ability to work independently onsite as well as collaboratively within a team environment. Flexible and able to multitask, prioritize tasks, and manage time effectively without compromising deadlines. * Please visit Samsung membership to see Privacy Policy, which defaults according to your location. You can change Country/Language at the bottom of the page. If you are European Economic Resident, please click here .