Samsung Electronics America needs a Data Analyst to support the Service/Repair Quality management team by analyzing nationwide data, identifying trends, and providing recommendations for improvement. The role is crucial for ensuring data accuracy, setting standards, and resolving issues to enhance service and repair quality.
Requirements
- Experience setting up Quality/Sustaining engineering processes and procedures
- Previous experience with OEM handset products, a combination of CDMA and GSM, and project/product management skills
- Experience researching and resolving customer technical complaints and issues
- Experience with using statistical process control and failure mode effect analysis FMEA (Failure Mode and Effects Analysis) applications
- The ability to understand significant knowledge of circuit design of wireless handsets
- The ability to gather and analyze data from multiple sources, prepare spreadsheets, charts, graphs, and tables of information, and to plan and prioritize multiple work assignments
- The ability to read, write, provide critical technical reviews, prepare reports, and understand technical manuals, test procedures, and technical product information
Responsibilities
- Collect the data from different sources either it may be raw data, structured data, or ASC’s data, and convert that data to meaningful and useful data for the organization
- Collects, cleans, and interprets data sets to answer a question or solve problem
- Manages and analyzes the customer provided data for warranties and bounce return
- Responsible for monitoring, collecting, and collating repair data using field metrics
- Creating dashboards and reports for all levels of Samsung Quality Management and Care Teams
Other
- Preferred Bachelor’s Degree, from an accredited college or university, or equivalent work experience in the telecommunications industry
- Preferred 1+ years’ experience in a quality or wireless telecommunications position and long-term customer contact and relationship building
- The ability to develop and maintain excellent working relationships with multiple levels within the company and with external contacts including customers & authorized service agents etc.
- Read and interpret detailed and complex customer requirements
- Fully understanding of department KPIs and expectations
