Senior Warranty Representative

Position Summary

Headquartered in Ridgefield Park, N.J., Samsung Electronics America, Inc. (SEA) is a leader in mobile technologies, consumer electronics, home appliances and enterprise solutions. From our humble beginnings to our position today as a tech leader, our passion for innovation has been the common thread throughout our history. We’ve grown into one of THE most recognized global brands. We consider ourselves “relentless pioneers” that push boundaries and defy barriers. The company pushes beyond the limits of today’s technology to provide groundbreaking connected experiences across its large portfolio of products and services, including mobile devices, home appliances, home entertainment, 5G networks, and digital displays. As EPA’s ENERGY STAR® Corporate Commitment Partner, SEA is dedicated to making a positive impact on the environment through its eco-conscious products, practices, and operations.

People | Excellence | Change | Integrity | Co-prosperity

Samsung Electronics America has an exciting opportunity for a Senior Warranty Representative in Ridgefield Park, NJ!

The Senior Warranty Representative reports to the Senior Manager of Warranty and will be responsible for managing our warranty terms and policies; also performing in-depth data analysis on various trends like warranty cost, quality, product life cycle and share analysis insight with our leadership team.

Role and Responsibilities

Responsibilities and Duties:

• Perform warranty closings (weekly) and ensuring payment goes out to our Service Partners
• Manage all the warranty terms & policies; detect and resolve misalignments with headquarters global policies (GPPM) and within other Care teams
• Liaison between headquarters and other Care teams to support operation needs and changes
• Leading all internal/external trainings
• Create content/materials in MS Office applications such as Word, Excel, and Power Point to be used as training material and also reporting to leadership
• Audit third party outsourced team to ensure policy adherence & develop process improvements and system updates based on audit findings
• Develop analysis reports daily, weekly, monthly and any ad-hoc report requests
• In-depth data analysis on warranty data, quality and cost trends (some reports sent to leadership directly)
• Monitor KPI”s and oversee & manage warranty dashboard on Tableau

Skills and Qualifications

Background/Experience Required:

• 1+ year work experience (data analytics, accounting background a plus)
• Bachelor’s Degree required
• Candidate must be able to work independently in a fast-paced, multi-cultural team environment to achieve team goals and complete assignments within established deadlines.
• Must be an advanced user of MS Excel; some prior experience in Business Intelligence tools such as Tableau is a plus
• Advanced skill in MS Office (Powerpoint, Word)
• SAP experience preferred
• Must have good communication skills
• Bi-lingual preferred (English/Korean)

Necessary Skills and Attributes:

Demonstrated ability to interact at all levels within customer's organizations.   The ability to negotiate with and convince others, in a potentially adversarial environment, including customer leadership, directors and managers with opposing views to accept/approve plans, technical and project recommendations. The ability to plan, organize and prioritize multiple strategic programs and simultaneous performance objectives. The ability to write, read, interpret, explain and act based on a thorough understanding of technical documents, engineering materials and contracts or related documents.  Ability to make professional sales and business presentations in writing, through email, reports, or orally, including complex business and technical matters to an audience of high technical skills, management and operational experience. Ability to support a cross-functional Samsung team to achieve customer contracted objectives and specific team goals within established time frames and requirements.  Assist in and if needed direct the Samsung team in lab and field trials related to introduction of products sold to the customer.

Physical/Mental Demands:

Work is generally performed in an office environment. Operate a computer keyboard and view a video display terminal between more than 50% of work time, including prolonged periods of time. Requires considerable work utilizing high visual acuity / detail, numeric / character distinction and moderate hand / finger dexterity. The movement and transportation of equipment, most of the time is under 25 pounds. Performs work under time schedules and stress which are normally periodic or cyclical, including time sensiti