Principal Engineer, DRAM Customer Quality HBM

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What You’ll Do

The Customer Service (Customer Quality Manager) is assigned to one or more accounts to provide technical support related to the quality performance of Samsung products. The point of ownership begins after the customer approves the product for use in mass production. Prior to that, this role has responsibilities only for failures and FA during the final stage qualification (post-CS, post PRA) (Customer Sample). Overall responsibility extends through product EOL. The CQM is expected to have product knowledge as needed to fulfill basic customer expectations. The CQM may be reassigned to other customers periodically to fulfill organizational needs.

Location: Onsite at our San Jose, California headquarters 5 days a week

Job ID: 41958

1. Customer Management (Technical)
2. Quality Processes and Methods
3. Product knowledge with respect to design, function, and fabrication related to product quality.

 

- Samsung Quality Mission:

o Improve Customer Confidence in Samsung’s Commitment to Quality by:

▪ Respond quickly and thoroughly to a customer’s concern.

• Prioritize FA based on business needs.

▪ Ensure deliverables presented to customers are clear and convey the proper message

▪ Manage Monthly Status Reports and Communicate Expectations

• From Samsung: Outgoing Quality Performance
• From Customer: Specific Quality Performance as defined by customer.

 

o Promote and Drive Quality Initiatives

▪ Demonstrate to customers the value of Samsung’s proposed solutions to improve Quality

• E.g. - Telemetry projects (DRAM & SSD) – Gather meaningful field data and apply it

internally for Samsung product quality enhancement

 

o Focus FA to add value towards Improving Quality and Customer Experience

▪ Drive improvements in FA content (eg. 8D reports, … [CS Training topic])

▪ Focus on customer priorities.

▪ Drive towards Preventative Action in addition to Corrective Action

▪ Performing FA on a surrogate system or OpenLab@Customer

 

o Technical RMA Policy compliance

▪ Clarity and mutual understanding to expedite response

▪ Manage containment and purge logistics as needed

- Customer Interface / Focal Point for Samsung – Customer engagement on Quality

 

o Act as a key focal point between Samsung HQ & Samsung DSA Sales & Samsung’s customers.

o Arrange meetings that may include remote participants from Korea.

 

▪ Arrange executive presence as needed due to escalation or other strategic purposes

▪ Assume primary responsibility for meeting minutes; delegation to others is acceptable with

their consent.

▪ Manual meeting coordination is essential since Knox Calendar does not sync properly with

any other calendar platform.

▪ Arrange suitable online meeting platform considering customer and DSK constraints

 

o Learn about customers’ company culture and the prerequisite expectations for supporting them

▪ Maintain documentation for reference by others

▪ Understand completely and work to fulfill any contractual Quality obligations, whether within a Purchase Agreement or as an independent contract.

o Gather VOC and Report to KHQ

o Deliver Samsung Messaging & Advocate for Samsung

o Review all material prior to customer release to ensure suitability and customer satisfaction

o Align with DSA Sales on customer strategy.

▪ Avoid “surprises” between organizations due to lack of communication.

- Technical Program Management / Quality Management

o Monitor and Report on Customer Quality Performance indicators; escalate internally at the first sign

of deviation.

o Track and maintain a record of all customer issues requiring follow-up. These may be through various.

systems, depending on the issue and need; OneQ, JIRA, BizForce, or personal tracking system as needed.

o Report status and requirements as needed, depending on the issue.

▪ Active Failure investigation – real-time engagement

▪ Inte