Manager of Hardware Quality Assurance

Position Summary

Headquartered in Ridgefield Park, N.J., Samsung Electronics America, Inc. (SEA) is a leader in mobile technologies, consumer electronics, home appliances and enterprise solutions. From our humble beginnings to our position today as a tech leader, our passion for innovation has been the common thread throughout our history. We’ve grown into one of THE most recognized global brands. We consider ourselves “relentless pioneers” that push boundaries and defy barriers. The company pushes beyond the limits of today’s technology to provide groundbreaking connected experiences across its large portfolio of products and services, including mobile devices, home appliances, home entertainment, 5G networks, and digital displays. As EPA’s ENERGY STAR® Corporate Commitment Partner, SEA is dedicated to making a positive impact on the environment through its eco-conscious products, practices, and operations.



People   |   Excellence   |    Change            |   Integrity   |   Co-prosperity

Role and Responsibilities

The Manager of Hardware Quality Assurance is responsible for the management of the SEA MX Service and Engineering Support department. Manage various employees engaged in the repair, maintenance, acceptance and certification of products. Develop training programs for sales an authorized service centers. Manage the new product certification and customer acceptance process. Ensure SEA & authorized service center warranty claims are processes promptly and in proper order. Interface with major customers, authorized service centers and end users to ensure customer satisfaction. Develop test and repair strategies for new products. Ensure parts planning meets the needs of product repair requirements and schedules. Establish performance metrics for the organization. Analyze return rates and trends and plan future requirements. Evaluate, prepare and present performance reports of SEA and third party service organizations.

Role & Responsibilities

• Monitors department performance, provides direction and leadership to product problems are resolved in a timely and thorough manner to meet customer requirements and company goals. Projects and develops future product repair requirements to ensure continued customer satisfaction.
• Develops agreements with third party service organizations to provide on-site service, technical support, board repair and product refurbish services.  Establishes performance metrics and evaluates performance to ensure quality test and repair performance within specification standards.  Ensures accuracy of billing for services.
• Ensures the availability of spare parts and consumable supplies to support dealer, service, customer, third party refurbish and board repair service requirements.  Plans, initiates and approves all department parts and supply purchases.  Recommends the purchase and or replacement of necessary equipment and facilities.  Negotiates and maintains test equipment service and calibration contracts.
• Manages repair service workforce and resources for optimum budget efficiency.  Prepares work schedules, approves work hours, times sheets, schedule changes and employee absences.  Recommends staffing requirements, hiring, performance evaluations and firing decisions in conformance with company policies and procedures of assigned personnel. Motivates employees to ensure cooperative working relationships and positive performance results.  Identifies results to be achieved and provides training, guidance and day-to-day leadership of assigned personnel.
• Develops training programs for dealers, end users, sales and third party service providers to improve repair services, to increase product uptime and to ensure appropriate product application to usage demands and interconnecting systems. Identifies product training needs and develops training programs to satisfy needs.
• Manages new product acceptance and certification processes.  Gathers repair service data and analyzes repair data for repair rates and trends.  Prepares and presents statistical reports and information.  Projects and plans future requirements, product repair certification, budgets and resources.
• Conducts and manages meetings with subordinates, various internal operational, and contract repair organizations.  Meets with customers frequently, solicits adequacy of performance and responds to customer questions and issues to improve repair services.  Responds to and resolves customer billing and invoicing issues.  Sets and communicates performance expectations, reports results against plans, identifies issues, and initiates corrective actions were required to ensure most effective service and repair performance.
• Perform approved Service Engineering on-site field product testing, data collection, system evaluation and problem resolution projects.
• Develop product inspection, tests, diagnostic and repair procedures.  Identify and initiate improvements in product testing techniques, tools and repair processes. 
• Manage various employees engaged in the repair, maintenance, acceptance and certification of products.  Develop training programs for an authorized service centers. 
• Provide product test and repair standards for new products.  Works closely with HQ Service Engineering to resolve technical issues and to develop product test and repair capability improvements.
• Maintain a high level of technical knowledge within the Samsung Mobile Product, both Sales, Product & Customer Care Departments.
• Identify Service Center performance problems and disseminate pertinent technical and repair information to appropriate SEA personnel.  Share improvements and experiences in product troubleshooting, failure analysis, diagnostics and repair techniques with repair technician team members and technician leads to improve repair productivity and to enhance the quality of service performance.
• Manage to strengthen advance preparation of service and enhance service expertise by making and distributing contents of a guide for a new product and function.
• Manage to minimize customer dissatisfaction resulted from service failure by analyzing and monitoring repetitive repairs and multiple defects.
• Manage to reduce service costs by analyzing why an expensive part is used, developing an improvement measure, and expanding unit repair.
• Work on problems of diverse scope where analyzing data requires evaluating identifiable factors.
• Demonstrate good judgment in selecting methods and techniques for obtaining solutions
• Normally receive little instruction on day-to-day work and receives general instructions on new assignments
• Investigate, diagnose, report, and assist in the resolution of mobile product problems.  Assist in the concept, development, preparation and critical review of technical reports, technical documents, test procedures, user guides, installation and maintenance manuals.

Skills & Qualifications

• A Bachelor’s Degree in (Engineering or computer science or similar degree) plus 6 years of experience or equivalent work experience.
• Must be able to communicate effectively with various types of customers and with various management levels within the SEA MX and customer organizations for product repairs, to provide training and to identify and resolve product service and repair issues.
• Preferred to have experiences in digital circuitry, electronic component testing, failure diagnostics and mobile product technology
• Must have experience with Microsoft Standard Office Suite within a LAN/WAN systems environment.
• Understanding and experience with ISO requirements as well as Six Sigma
• Experience with using statistical process control and CLCA process
• The ability to understand significant knowledge of circuit design of mobile telecommunication products
• The ability to development and maintain excellent working relationships with multiples levels within the company and with external contacts including customers, authorized service agents, sales & equipment service representatives, etc. 
• The ability to gather and analyze data from multiple sources, prepare spreadsheets, charts, graphs and tables of information and to plan and prioritize multiple work assignments.
• The ability to read, write, provide critical technical review and prepare reports, technical manuals, test procedures and technical product information.
• Work under very little supervision and guidance to identify and ensure achievement of production team goals and to complete individual work assignments within established time frames.
• Ability to lead and direct the activities of staff members, employees and product service/repair agents in order to provide effective product test, repair, and maintenance for customers, to achieve business objectives, product quality and organizational goals within established time frames and specifications.
• The ability to clearly define objectives, identify tasks and work assignments, give technical direction and make decisions based upon applied knowledge of alternatives and work experience.

Skills and Qualifications

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