Job Description:
Diagnose and repair in-warranty and out-of-warranty Samsung mobiles, tablets and wearables to Samsung-authorized standards, delivering first-time-right repairs within committed turnaround times and a professional experience to every customer.
1 Diagnose and repair in-warranty and out-of-warranty Samsung mobiles, tablets and wearables to brand standard, achieving the daily weighted productivity target set out in the KPI
2 Deliver first-time-right repairs, keeping repeat repairs within 30 days and final QC rejections within the thresholds defined in the KPI
3 Meet committed turnaround times, completing same-day repairs where the repair level and parts availability allow, and flagging any job at risk of missing its promised date to the Team Leader before the customer is affected.
4 Attend to walk-in customers with technical queries: explain the fault, the proposed repair, the cost and the timeline in plain language, and set expectations the centre can meet.
5 Update the brand service system at every job milestone — symptom codes, repair codes, parts consumption and status — so job status is accurate in real time and warranty claims are accepted first time
6 Handle customer devices and the data on them with care and confidentiality: obtain documented consent before any backup or reset, protect personal data at all times, and return devices in the condition received apart from the repair performed.
7 Comply fully with ESD, electrical safety, workshop housekeeping and brand process requirements, and return defective parts within the stipulated window.
8 Contribute to the service centre's CSAT and NPS performance through quality of workmanship and customer interaction
9 Complete all mandated Samsung technical training and re-certification within the required timeframe, including induction on newly launched models.
(Yrs& Field) 1-2 years’ experience managing repairs of all Samsung products
Diploma/ ITI in Electronics
Certifications from Samsung
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