{"id":3907285,"url":"https://alion.io/job/samsung-electronics-product-support-engineer-2","title":"Product Support Engineer","company":{"id":166,"name":"Samsung Electronics","domain":"samsung.com","url":"https://alion.io/company/samsung","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":85,"open_postings":139,"ghost_share":0.007,"stale_share":0.547,"repost_share":0.058,"time_to_fill_p50_days":36,"computed_at":"2026-11-07T05:47:08Z"}},"role":"Support","role_family":"Support","seniority":"middle","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Plano, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":4,"visa_sponsorship":true,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Excel","optional":false},{"name":"Microsoft Office","optional":false},{"name":"Outlook","optional":false}],"status":"live","first_seen_at":"2026-11-05T00:00:00Z","employer_posted_date":"2026-11-05","last_verified_at":"2026-11-07T22:04:19Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"Position Summary\nThis role is not eligible for immigration sponsorshipHeadquartered 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.\nFor 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.\nAs 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.\nTo learn more, visit Samsung.com. For the latest news, visit news.samsung.com/us.\nPosition Objective: The DA Product Support Engineer is responsible for managing New Product Introduction (NPI) product quality evaluations, post-launch field quality support, and service ticket/KPIs review for product quality sensing. The role involves ensuring product quality, usability, and performance through testing, analysis, and collaboration with cross-functional teams.\nRole and Responsibilities\nKey Responsibilities:\n NPI Product Quality Evaluations:Conduct NPI product testing and serviceability evaluations to improve quality, usability, and performance.\nDevelop test cases, test plans, and scripts.\nPerform early production quality evaluations at DA factories (SAMEX and SEMP).\nTravel overseas for product evaluation, training, and quality review with design, R&D, and factory teams.\nSupport early production field tests and address top quality issues with GBM.\nProvide technical repair training and create service repair documentation for Samsung Authorized Service Centers.\nEnsure compatibility with external devices used by customers.\n\nField Support:Analyze call service data to identify and resolve field quality issues.\nDevelop service bulletins and training documents for new product issues.\nProvide on-site support for defective products, including root cause analysis and corrective actions.\nManage firmware/software quality assurance testing for post-production products.\nAnalyze VOC data and track the effectiveness of countermeasures.\nCreate troubleshooting guides and repair procedures to enhance field service technician capabilities.\nSupport training teams with repair training and content development.\n\nSkills and Qualifications\nQualifications:\nBachelor’s Degree in Engineering or equivalent experience (4 years).\n4+ years of Home Appliance/Engineering experience, preferably in Home Appliance product support or service support roles.\nKnowledge of home appliance products and functions.\nProficient in large data analysis from multiple sources.\nAbility to interpret engineering specifications and technical documents.\nStrong relationship-building skills with internal and external stakeholders.\nAbility to work independently, solve complex problems, and prioritize multiple tasks.\nProficient in MS Excel (macros, pivots, charts) and MS Office suite (Outlook, Word, PowerPoint).\nExcellent verbal and written communication skills.\nThis role requires a self-motivated, results-oriented professional with a strong focus on product quality and customer satisfaction.\nPhysical/Mental Demands and Working Conditions The position requires the ability to perform the essential duties and responsibilities in the following environment:\no Operate PC and product test equipment more than 75% of work time in an alternating sedentary.\no Lift, move, or adjust general DA products related test equipment, DA products boxes/packages, supplies, materials or products weighing up to 50 pounds using proper materials handling equipment and procedures.\no High level of visual acuity, numeric/character distinction and moderate color distinction for accurate test equipment operation, for information analysis and error recognition.\no High hand/finger dexterity with fine motor coordination skills to perform electronic component repair work.\no Machines, tools, equipment, and work aids representative and commonly associated with electronic component test, assembly and repair work including test equipment, testing devices, technician hand tools, cables, etc.; first aid kit is available and prescription safety glasses are required in certain test areas.\n#LI-Onsite\n#LI-BC1\nLife @ Samsung - https://www.samsung.com/us/careers/life-at-samsung/\nBenefits @ Samsung - https://www.samsung.com/us/careers/benefits/\nRegular 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.\nTo 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.\n* 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.\nAt 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.\n* Samsung Electronics America, Inc. and its subsidiaries are committed to employing a diverse workforce, and provide Equal Employment Opportunity for all individuals regardless of race, color, religion, gender, age, national origin, marital status, sexual orientation, gender identity, status as a protected veteran, genetic information, status as a qualified individual with a disability, or any other characteristic protected by law.\n Reasonable Accommodations for Qualified Individuals with Disabilities During the Application Process\nSamsung Electronics America is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application process. If you have a disability and require a reasonable accommodation in order to participate in the application process, please contact our Reasonable Accommodation Team (855-557-3247) or  for assistance. 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