Mobile Service Specialist
Samsung, United States
Job Description
Position Summary
For decades, Samsung has been leading the charge on innovation. We see beauty in achieving excellence and our passion for change fuels our discoveries, inventions, and breakthrough technology. We believe that technology can, and should, make the world a better place, so we create new possibilities for people everywhere, push the limits of what’s possible, and constantly innovate.
At Samsung Electronics America, 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. Only the resilient and resourceful thrive in the daily dose of unexpected at Samsung. We unapologetically push to achieve unforeseen potential in everything we do, both within the workplace and at home. We fearlessly face challenges head-on, conquer the unconquerable, and are comfortable living in the uncomfortable zone. Together we make the impossible possible. Because at Samsung, we Own the Unknown.
Are you ready to #OwnTheUnknown? Join us.
Role and Responsibilities
Position Summary
Under general supervision, is responsible for managing Pre-production Samples and test lines for various R&D, Field Testing, Marketing demo, and other purposes within the company.
Conduct Mobile device registration, transfer, extension, return, confirmation follow up with users, new user training, system improvements, audit as well as Sim card activation, cancellation, line extension, return, expense analysis, credit dispute with the carrier to support various field testing inside of company or demonstration for external customers in the remote location.
Using common Project Management principles, manage multiple projects, update required reports and keep management apprised of related activities
Roles and Responsibilities:
GSCMS
Manage and work closely with US based mobile carriers on contract negotiation to align internal requirements.
Manage and lead local SIM card operations such as inventory management, new account activations, cancellations, and re-issuances and communication with Carriers as needed.
Input and analyze data through internal system and optimize monthly costs.
Assist HQ visitor and users with SIM card access, VOC reports, and solutions.
Share improvements and experiences in operation troubleshooting and diagnostics.
Manage physical SIM card operations such as new accounts activations, cancelations, and re-issuances of SIM cars as needed between internal customers and carriers.
Do technical trouble shooting for engineers about major and regional carriers’ services for carrying out internal tests required by company.
Conduct expense analysis like no usage, high usage and report upper management monthly, quarterly and yearly GSCMS budget saving.
Manage 16+ monthly invoices and analyze charges for all TEST lines.
Communicate with Carriers regarding dispute and data billing issues.
Upload each invoices into the internal system that require with HQ format
Manage communication expense and invoices arise from various activities
NASMS
Manage HQ shipments/invoice tracking, mobile devices registration and distribution, labeling, shipping devices, disposition of samples, inventory management through check in/out, users’ return, reject, and extension request confirmation, new user registration with system and policy education, system enhancement and IT VOC submission.
Communicate with HQ and SEA internal employees to clarify insufficient device shipment information, follow up device receipt confirmation with users.
Guide users for bi-annual sample inventory audit. If needed, physical scanning for all samples with Users
Maintain sample storage room organized effectively to process check in/out system, store thousands of devices for recycling or scrapping.
Verify returning samples’ information to HQ or other specified party. Maintain documentation for storage and scraps.
Communicate with HQ senders, local users and SEA finance team to ensure overall status of operation PUMI Status
Skills and Qualifications
The Mobile Service Specialist must have Bachelor’s degree or an equivalent level of work experience.
Strong Project, Vendor and people management skills and the ability to prioritize in a complex working environment.
Would have over 3 years’ experience in the telecom industry. (Preferred)
Ability to communicate articulately both verbal and written.
Comprehensive use of Microsoft Office applications operating in a Windows.
Job Specification
Necessary Skills / Attributes:
Strong problem solving and analytical skills, communication (verbal and written) skills, and organizational and documentation skills
Requires full proficiency in the use of Microsoft Office Suite products
Have the ability to interact professional with a diverse group of engineers, managers, vendors and subject matter experts both internally and externally
Ability to develop and maintain excellent leadership skills including proactive employee, co-worker and customer working relationships with all appropriate levels within the company. The ability to provide clarification and understanding to influence others in acceptance and approval of ideas and plans.
Excellent leadership skills to widely gain respect and influence.
Ability to fulfill clearly defined objectives, time schedules, and provides specific functional direction with an implied knowledge of task alternatives and decision making experience.
Must be able to communicate in writing, through email and reports, or orally present matters to an audience that may include less technically oriented listeners.
Works independently and in a team environment, in order to achieve personal and team goals and complete assignments within established time frames. Perform to complete tasks and objectives that are clearly defined and guided by upper management.
Samsung Electronics America, Inc. is committed to employing a diverse workforce, and provides 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.