Product Specialist: Technical

The Technical Training & Dedicated Network Specialist plays a crucial role in maintaining and elevating the technical competence and repair quality across the entire Benelux Samsung Service Network.

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This role is responsible for designing, delivering, and managing technical training programs for Authorized Service Centers, the Dealer Support team, and the Contact Center.

Additionally, the role oversees the quality management and performance of the Samsung Dedicated Engineer Network.

By creating training initiatives and conducting field ride-alongs, this role directly drives key operational quality KPIs, including Repeat Repair (CRRR) reduction and First Time Completion (FTC) optimization.

Key responsibilitiesTechnical Training

• Develop and deliver technical (mainly HA) training courses for the Authorized Service Center (ASC) network, Dealer Support team, Contact Center agents and Dealer Service Center network.
• Design up-to-date training modules, technical documentation, and learning paths aligned with new product launches and emerging technology updates.
• Trainings are based on actual engineer performance and repair analyses where knowledge or capability gaps are found.
• Act as the primary expert and main point of contact for complex technical escalations and inquiries across all channels.

Specialized & Complex Repair Management

• Provide specialized training, guidance, and continuous follow-up for heavy/complex repair types (e.g., Drum Repairs, REF Gas Leakage Repairs).

Dedicated Engineer Network Management & Quality Control

• Take full ownership from a technical and quality perspective for the Samsung Dedicated Engineer Network.
• Perform field ride-alongs with dedicated engineers to evaluate technical performance, customer interaction quality, and compliance with repair procedures.
• Manage the expansion and selection process for new engineers joining the dedicated network.
• Drive continuous performance improvements on core KPIs, specifically First Time Completion (FTC) and Repeat Repair (CRRR).
• Manage the quality certification for the service network.
• Oversee and administer Repair Authority Management within system tools, ensuring only certified engineers are granted rights for repair.
• Monitor ongoing training completion rates and compliance across all partners in the region.

Process Improvement

• Identify trends and share insights with the Product Specialist team to enhance front-end processes and reduce No-Defect-Found (NDF), Repeat Repair (CRRR) and Non-First-Time-Completion (FTC) cases.

Documentation & Reporting

• Generate weekly reports on trainings, Dedicated Engineer Network management, and heavy repair.
• Work closely with the Product Specialist team to ensure improvements in all parts of the operation.

Functional/Technical Skills

• Self-starter, creative and problem-solving skills.
• Affinity with electronic products and customer service.
• Strong experience in product screening and repair processes.
• Strong technical and hands-on diagnostic/repair background in Consumer Electronics and Household Appliances preferred.
• Proven ability to translate complex technical concepts into clear, engaging training materials and presentations.
• Excellent analytical and problem-solving skills to diagnose root causes of repeat repairs and field issues.
• Strong communication, coaching, and interpersonal skills for conducting field ride-alongs and training sessions.
• Tech-savvy with proficiency in learning management tools, repair systems, and field service management software.
• Self-starter, assertive, flexible, and capable of working effectively across a hybrid BE/NL environment.

Profile (experience)

Technical background:

Formal education in Electronics, Electromechanics, or equivalent practical experience in field service engineering.

Experience:

Minimum 3–5 years of experience in technical training, field engineering management, or high-level technical support in the Consumer Electronics / Home Appliance industry.

• Bilingual in Dutch and English; French is a plus.
• Samsung DNA: dynamic, flexible, non-9-to-5 mindset, hands-on, and passionate about operational quality and customer satisfaction.

Performance Metrics

• Improvement in First Time Completion (FTC) rates.
• Reduction in Customer Repeat Repair (CRRR) rates.
• Overall Repair Quality.
• 100% compliance with Samsung Academy certification levels and Repair Authority Management. xgiwjmb
• Network growth and onboarding targets met for the Dedicated Engineer Network.