Samsung Electronics Canada

  • Senior Specialist, Pre- Post Sales Support

    Job Location CA-BC-Vancouver
    Posted Date 1 month ago(4/19/2018 1:35 PM)
    ID
    2018-2139
    # of Openings
    1
  • Overview

    Inspire the World, Create the Future.

    Do you believe in the power of technology to help shape a brighter future and a stronger global community? Are you inspired by the possibilities? Are innovation, camaraderie, and the pursuit of excellence part of your innate drive? Then you've got what it takes to succeed at Samsung.

     

    Senior Specialist, Pre- Post Sales Support

     

    This role is to be based in Western Canada – there is flexibility on the location Vancouver or Calgary.

     

    Reporting to the Director, B2B Strategic Services, this role has two key responsibilities:

     

    1. Provide post-sales and pre-sales support on Samsung Enterprise Business Division products (digital signage, hospitality TV, LED installations, monitors, business smartphones and tablets. Post-sales technical support deals with all matters arising when using a product or technology after it has been sold or licensed (post-sale). Post-sale technical support can be free or fee-based, ranging from simple to highly complex issues. The pre-sales technical support covers technical questions about a product before the company asking these questions has bought the product. These inquiries are will typically help to clarify attributes or performance aspects of a product prior to making a purchase decision. 
    2. Represent the Corporate Service function in Western Canada. This includes supporting local Samsung Authorized Service Centres, responding to customer escalations, and assessing product situations across all Samsung’s product lines including mobile products, digital appliances, and consumer TVs.

     

    Approximately 25% of this role requires travel across Western Canada.

    Responsibilities

    Post Sales (60%)

    • Direct contact for our Customers/Dealers/Service Partners
    • Regional support of the installed Samsung products
    • Technical Resource for hardware/software issues (SVC partner/Dealers/End Users)
    • Escalate and log all complex unsolved issues to Samsung HQ
    • Troubleshoot issues related to product group solutions, software, customer issues, tools
    • Field support and rework & training on request
    • Publish reports on Solutions presented and what issues and opportunities are arising and share with Enterprise Business division.
    • Ongoing refreshment of skills to account for new product information and products for use as samples for service support and solutions development.

                 Pre-Sales (20%)

     

    • In a backup role, providing additional capacity to the pre-sales team engaging with end customers “selling our products and solutions”.
    • Strong selling skills, interpersonal skills and ability to read customer to enhance our chances and ability to sell them.
    • Provide ongoing feedback to PM teams and Solutions teams on observations and needs from the market and customer engagements.
    • Participate in Vertical Marketing – Trade shows, Customer presentations, demonstrations
    • Ensure the technical training support provided strengthens brand preference and revenue through differentiated experiences.

               

    Regional Service Management (20%)

     

    • Local Corporate Service representative for all product lines including mobile, appliances, TVs and business products
    • Perform audits of local Authorized Service Centres
    • Recommend ASC additions and deletions
    • Provide local troubleshooting assistance, recommend repairs or replacements as warranted
    • Provide 1st level technical support to ASCs.
    • Support ASCs on use of Samsung systems, e.g. Global Service Provider Network (GSPN)
    • Support initiatives to enhance customer relationships in Western Canada
    • Provide local support to the Office of the President and Executive Customer Relations teams. 

     

     

    Qualifications

    • Excellent customer service skills. Technically inclined. Motivated with excellent time management skills. Excellent supervisory skills.
    • Able to work independently from an office-based or home-based location
    • 3-5 years’ experience as technical trainer preferred.
    • 3-5 years of technical support experience with IT products and solutions, mobile products, digital appliances, and consumer TVs.
    • Excellent training and presentation skills.
    • Motivated with a positive attitude.
    • Excellent knowledge of Microsoft Office applications and some technical diagnosis skill an asset.
    • Ability to managing service quality issues when resolutions are not in place.
    • Ability to deliver a presentation to a group meeting or training session is preferred.
    • At times having to deal with difficult and demanding consumers and product resellers.
    • Requires stress management and professionalism while meeting challenges of a fast paced changing work environment.
    • Post-Secondary Education in IT, Electronics, Telecommunications, or Appliances preferred.

     

    Samsung is an equal employment opportunity employer.

     

    Samsung has an accommodation process in place and provides accommodations for job applicants with disabilities as appropriate. Assessment and selection materials and procedures can be made available in accessible formats and methods as appropriate.  If you require a specific accommodation because of disability or medical need, please let us know when selected to take part in our recruitment process so that reasonable arrangements can be made for the appropriate accommodations to be in place as you move through our process.

     

    We thank you for your interest in working for Samsung. Only candidates selected for an interview will be contacted.

     

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