Technical Trainer (Home Appliances) at Samsung South Africa

SUPERVISORY RESPONSIBILITY

• Co-ordinate, plan and facilitate training programs on new and existing products, both onsite as well as online, performed within HQ timelines and requirements.

Key Results Area

• Compile and present Training Courses on Samsung products to Samsung ASCs who carry out repairs on behalf of Samsung both within the Republic of South Africa and Southern African Neighboring Countries reporting into SSA;
• Carry out and report on technical evaluations of new products;
• Carry out technical investigations and report to SSA Head of CS Operations and where applicable to Head Quarters in Korea, any abnormal failures on or products;
• Monitor quality issues and spare part availability on an ongoing basis;
• Assist with the formal process of certifying ASC technicians who will carry out repairs on faulty products returned by customers;
• Plan, formulate and provide technical training to ASC’s, including but not limited to:-
• Technical evaluation of ASCs CC agents training
• VOC technical support
• Technical audits and ASC certification for the carrying out of repairs;
• Registration, where applicable of ASC technical trainers.
• Analyze fault trends and general administrative duties relating to fault finding reporting and analysis.

MAIN PURPOSE OF THE JOB

• To proactively up skill ASC technician/CC agents in the effective, efficient and expedient repair of faulty Samsung Products returned by Customers;
• To ensure that the appointed ASCs are accredited and have the skills set, in eternal IT systems capability and equipment necessary to provide a repair service level in line with the Samsung Brand Image.

QUALIFICATIONS

• National Diploma in light / heavy Current / specializing in REF/AC-WM or similar qualification;
• A training qualification will be advantageous

EXPERIENCE

• 5 years as REF/AC/WM and REF re-gas
• 2 years Train the Trainer experience;
• 2 years’ experience in conducting Technical Audits
• 3 years’ experience on QA/QC and ISO9000

CLIENTS

• Samsung Internal Divisions
• Accredited SVC network;
• Third party service providers
• CIC
• Engineering Academies

KPA/ MAJOR TASKS

• Customer Experienced Repeat Repair (C-RRR)
• Long Term Pending (LTP)
• First Call Resolution (FCR)
• Service Customer Experience Index (SCEI)
• Content Creation (Online training platform)

Other Key Activities

• OTC (On time repair engineers training)
• OTF (On time GBM training completion)
• NPU(None parts usage)

REQUIRED SKILL & COMPENTENCIES

Technical

• Experience in Fault-Finding at component level;
• Experience in Training at a Technical Advanced Level;
• Experience in Technical Reporting & creating Technical Service Bulletins;
• Must have extensive knowledge in Workshop set-up;
• Proven track records of the achievement of on training results / objectives
• Customer relations

Behavioral

• Planning & Organizing;
• Sound Communication and Strong Interpersonal Skills with the ability to adapt to meet the needs / level of the particular audience being trained;
• Strong Customer Focus
• Independent – serf started with the ability to effectively work in an unsupervised environment.

ATTRIBUTES

• Stress Tolerance with the ability to meet tight deadlines
• Planning and organizing ability to meet a range of business objectives within set delivery time lines;
• Sense of Urgency with the focus on results
• Co-coordinating skills aimed at multi skilling
• Strong Problem Solving skills
• Assertive with the flexible to meet training audience needs;