{"id":4221182,"url":"https://alion.io/job/samsung-electronics-senior-professional-cs-technical-support","title":"Senior Professional, CS Technical Support","company":{"id":166,"name":"Samsung Electronics","domain":"samsung.com","url":"https://alion.io/company/samsung","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":84,"open_postings":143,"ghost_share":0.014,"stale_share":0.566,"repost_share":0.07,"time_to_fill_p50_days":36,"computed_at":"2026-11-12T10:38:37Z"}},"role":"Support","role_family":"Support","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Coppell, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":8,"visa_sponsorship":true,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":true}],"status":"live","first_seen_at":"2026-11-12T00:00:00Z","employer_posted_date":"2026-11-12","last_verified_at":"2026-11-13T05:02:39Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"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.\nYou can find the Role & Responsibilities from the Job Evaluation and/or previous Job Description.\nRole and Responsibilities\nKey Responsibilities\nCarrier and Operations Management\nManage day-to-day carrier repair operations to support timely repairs, consistent execution, and service quality.\nMonitor and improve key performance indicators, including turnaround time, repair yield, performance against annual and monthly plans, and forecast accuracy.\nAnalyze operational trends, repeat repairs, and carrier feedback to identify root causes and implement improvements.\nForecast service volumes by product, program, and season to support capacity and peak-season planning.\nPartner with Parts, Inventory, and Logistics teams to anticipate demand and support timely repairs.\nCustomer and Partner Management\nManage relationships with service partners, vendors, authorized service centers, and other service network participants.\nCommunicate performance expectations and work with partners to improve service quality, operational consistency, and customer outcomes.\nLead partner meetings and business reviews, track action plans, and follow up on commitments.\nSupport contract compliance, billing, and financial planning activities.\nResolve escalated issues involving service delivery, customer experience, and repair processes.\nTechnical Support and Service Readiness\nMonitor recurring defects and repeat repairs, working with relevant teams to identify solutions and strengthen repair capabilities.\nAnalyze the use of high-cost parts and recommend improvements to repair practices and service costs.\nShare technical and operational insights with service partners and internal teams.\nSupport service readiness for new products, programs, and repair processes.\nTeam Leadership and Collaboration\nManage and develop team members through coaching, direction, and performance feedback.\nCoordinate regional and field service support activities to meet service network priorities.\nCollaborate with Customer Care, Finance, Legal, Compliance, Warranty, Product Management, Training, IT, Logistics, and Parts Operations to resolve issues and improve service delivery.\nLead projects and process improvements that strengthen service quality, efficiency, and the carrier experience.\nPrepare reports and present performance trends, risks, and improvement plans to leadership.\nSkills and Qualifications\nMinimum Qualifications\nBachelor’s degree and at least eight years of related experience, or a master’s degree and at least six years of related experience.\nExperience in repair operations, technical support, partner or vendor management, or a related service environment.\nExperience leading teams, projects, or cross-functional initiatives.\nExperience working with internal or external customers or vendors to improve performance and service quality.\nAbility to analyze operational data, identify root causes, and develop practical improvement plans.\nStrong communication, organizational, problem-solving, and project management skills.\nPreferred Qualifications\nDegree in business, technology, engineering, or a related field.\nExperience in consumer electronics, technology, or another service-driven industry.\nFamiliarity with mobile repair operations, forecasting and production planning, and authorized service center networks.\nExperience supporting technical training, new product service readiness, and repair process improvements.\nProficiency in Microsoft Office, including Excel and PowerPoint, and experience with operational reporting tools.\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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