Position Summary

At Samsung Electronics Canada, we take pride in the creativity and diversity of our talented people – they are at the forefront of everything we do. Their skillset and mindset drive our continued success. We want the best of the best at Samsung to join our team, not just those who fit into our Culture but those who will ADD to our Culture and make Samsung an even better place to work.

Did we catch your attention yet?

If you want to work for one of the most recognized brands in the world and one of the Top 100 Employers in Canada...and have a ton of fun…. then please keep reading!

Our Perks:
• Fantastic employee discount on all Samsung products
• Competitive Salary and Performance based incentive plan for all levels
• Employer paid Medical and Dental coverage from day one
• Group RRSP plan that helps you save for the future
• Free on-site gym to get your sweat on
• Subsidized Cafeteria; including free Starbucks coffee/latte machine
• 4-day in-office work schedule Monday through Thursday – with Friday remaining a flex day to work remotely
• Tuition Reimbursement to keep you learning/Access of Samsung U for 24/7 online learning
• Employee Referral program- we want great talent like you!
• Virtual Pet Care-to ensure the well-being and health of your beloved furry companions!
• Additional Well Being Days for better work life-balance!

This position focuses on developing and delivering training programs for Home Appliance & Consumer Electronic Authorized Servicers, ensuring they have the knowledge and skills to effectively service, calibrate, use and support the Samsung products. This includes designing and delivering both in-person and online training, creating course materials, and staying current with the latest technology for service network, carrier, retail partners and call centre operations.

This position is also responsible for creating clear and concise documentation for Service. Calibration and utilization of Home Appliances and Consumer Electronic devices and software, translating complex technical information into user-friendly language. They will focus on user guides, manuals, and other materials that help authorized servicers and contact centre agents understand, service and support Samsung products effectively.

Role and Responsibilities

Deliver training sessions, workshops, or online courses on various aspects of consumer electronics, including product features, troubleshooting, and maintenance.

Create and update training materials, manuals, and lesson plans to ensure relevance and effectiveness.Identify training needs within an organization or for specific products and customizing training programs accordingly.Provide assistance and guidance to trainees during training sessions and addressing their questions and concerns.Assess the effectiveness of training programs and providing feedback on student performance.Keep up-to-date with the latest advancements in consumer electronics and emerging technologies.Assist customers with technical inquiries and providing support for product usage.Service Repair and Support Management of direct and indirect customers and service partners and contact centre agents.Research technical details, often working with subject matter experts to ensure accuracy.Creating and edit documents like instruction manuals, user guides, online help systems, and other forms of technical documentation.Focus on making technical information clear, concise, and consistent across different documents.Work with engineers, product managers, and other teams to gather information and ensure the documentation meets the needs of users and the company.Stay up-to-date with the latest technologies and industry standards.

Skills and Qualifications

Requirements

Education:

A bachelor's degree in Electronics Engineering or a related field. Experience through internships or mid-level roles in the electronics industry and or home appliance industry, along with certifications specific to network management, consumer electronics and or home appliances, is also crucial.

Knowledge:

Strong technical knowledge: a solid understanding of consumer electronics products, technologies, and industry trends.Excellent communication skills: ability to communicate technical information clearly and effectively to a diverse audience.Instructional design and delivery skills: experience in developing and delivering effective training programs.Curriculum development skills: ability to create and update training materials and resources.Problem-solving skills: ability to identify and resolve technical issues.Interpersonal skills: ability to work effectively with individuals and teams.Computer literacy: proficiency in using various software and tools for training delivery and curriculum development.Adaptability: willingness to learn and adapt to new technologies and tools.Strong writing and communication skills: able to write clearly, concisely, and accurately.Understanding of technology: need a good understanding of the technologies they are documenting, or the ability to learn quickly.Ability to work with others: need to be able to collaborate effectively with engineers, authorized service providers, product managers, and other stakeholders.Attention to detail: need to be meticulous and detail-oriented to ensure accuracy and consistencyAbove average customer service skills.Good negotiating skills.Technically inclined.Motivated with excellent time management skills.Above average supervisory skills.Ability to speak and write in both French and English an asset.

Experience:

5-7years’ experience as technical trainer, technical Writer, assistant service manager, or service manager or a combination preferred.3-5 years of technical support experience with Home Appliances and Home Electronics products preferred.Managing a team of field service technicians/authorized service centres.Ability to grow a Service Network.Scheduling and coordinating field service technicians.Monitoring and troubleshooting customer service issues.Ensuring timely responses to customer inquiries.Training and developing field service technicians.Maintaining and tracking inventory of parts and materials.

Travel:

This role may require travel.

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.

Please note that we reserve the right to remove or modify job postings at any time.

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