Product Support Senior Engineer

The DA Product Support Senior Engineer is responsible for leading all DA Product engineers and controls each product engineers’ tasks. This senior role ensures New Product Introduction (NPI) Quality Strategies, advanced post-launch field failure analysis, and comprehensive quality sensing across entire Digital Appliance (DA) products., NPI Product Quality Evaluations (Full DA Lineup):

• Lead comprehensive NPI product testing, Installation and Serviceability reviews, and performance evaluation across all DA product categories to prevent manufacture defects.
• Develop test cases, test plans, and scripts.
• Perform early production quality evaluations at DA factories (SAMEX and SEMP).
• Travel overseas for product evaluation, training, and quality review with design, R&D, and factory teams.
• Support early production field tests and address top quality issues with GBM.
• Provide technical repair training and create service repair documentation for Samsung Authorized Service Centers.
• Ensure compatibility with external devices used by customers.

Field Support:

• Responsible for unresolved, complex, or systemic field quality issues across the entire DA product line
• Perform deep-dive root cause analysis
• Develop service bulletins and training documents for new product issues.
• Provide on-site support for defective products, including root cause analysis and corrective actions.
• Manage firmware/software quality assurance testing for post-production products.
• Analyze VOC data and track the effectiveness of countermeasures.
• Create troubleshooting guides and repair procedures to enhance field service technician capabilities.
• Mentor and upskill product support engineers and technician training team on advanced troubleshooting and new appliance technologies

Advanced Diagnostics & Failure Analysis

• Expertise in reading complex schematics, wiring diagrams, PCB layouts, and ability to find root cause for exceptional/complicated quality issue

Data analysis & Quality Sensing

• Capable to analyze major quality issues for all DA products from multiple data sources, * Bachelor’s Degree in Engineering and 8 years relevant experience; or
• 12 years of Home Appliance/Engineering experience (if no Bachelor’s degree)., * 8+ years of hands-on experience in Home Appliance, Product Support, Quality Engineering or service support roles.
• Knowledge of home appliance of full DA products and functions.
• Technical leadership skills with the ability to mentor junior engineers and influence senior internal/external stakeholders.
• Experience working independently, solving complex problems, and prioritizing multiple tasks.
• Professional experience in MS Excel (macros, pivots, charts) and MS Office suite (Outlook, Word, PowerPoint).
• Exceptional verbal and written communication skill for executive-level technical reporting.

This role requires a self-motivated, results-oriented professional with a strong focus on product quality and customer satisfaction.

Regular full-time employees (salaried or hourly) have access to benefits including: Medical, Dental, Vision, Life Insurance, 401(k), Employee Purchase Program, Tuition Assistance (after 12 months), Paid Time Off, Student Loan Program (after 12 months), Wellness Incentives, and many more. In addition, regular full-time employees (salaried or hourly) are eligible for MBO bonus compensation, based on company, division, and individual performance.

To ensure a fair and transparent recruitment process, please do not use GenAI tools during your interview unless explicitly permitted; failure to adhere to these guidelines may result in disqualification from the recruitment process.

Headquartered in Plano, TX, Samsung Electronics America (SEA) is a leader in mobile technologies, consumer electronics, home appliances, enterprise solutions and networks systems. Across each of these areas, our work drives innovation, economic growth and workforce opportunity in the United States.

For nearly five decades, Samsung has been at the forefront of technological advancements, investing over $100 billion and creating more than 20,000 jobs nationwide. Our mission? To integrate cutting-edge products, services, and AI technology to deliver smarter, sustainable, and more connected experiences that empower people to live better.

As a wholly owned subsidiary of Samsung Electronics Co., Ltd., SEA offers opportunities to work alongside global visionary thinkers and innovators who are passionate about making a difference. Explore the exciting opportunities at Samsung Electronics America and discover how you can make an impact., At Samsung, we believe that innovation and growth are driven by an inclusive culture and a diverse workforce. We aim to create a global team where everyone belongs and has equal opportunities, inspiring our talent to be their true selves. Together, we are building a better tomorrow for our customers, partners, and communities.