At a Glance
- Tasks: Provide first-line technical support for Samsung products and assist B2B partners.
- Company: Join Samsung's innovative Climate Solutions team in a growing market.
- Benefits: Enjoy hybrid working, bonus schemes, and 25 days holiday plus your birthday off.
- Other info: Diverse and inclusive workplace with excellent career development opportunities.
- Why this job: Make a real impact by solving technical challenges and supporting customers.
- Qualifications: Strong communication skills and technical background in Air Conditioning required.
The predicted salary is between 27000 - 33000 £ per year.
Position Summary
The SEUK AC Business is part of a new dedicated European AC business called Climate Solutions. The UK is one of the biggest markets in Europe and there has been significant investment in personnel and products to prepare the business for substantial growth. Combined with the release of a number of unique and exciting products into the market, the UK AC business is in a great position to capitalise on the opportunities the UK market offers!
The purpose of the role is to provide first line technical support for applicable Samsung products and technologies to all areas of the B2B Services Network infrastructure (e.g. Resellers, End Customer). This role requires a great deal of tenacity, flexibility as well as combining a proactive can-do attitude with practical hands-on experience and strong communication skills.
Role and Responsibilities
- To provide telephone / email / virtual technical support to enquiries originating from our CS Hotline.
- To provide technical assistance to Climate Solutions UK B2B & B2C partner engineers (OA partners).
- Partner Portal case monitoring and escalation / resolution - where the issue cannot be resolved; ensure high quality and detailed information is provided in the process.
- Technical site support visits / site inspection visits.
- Pass on HVAC technical knowledge to other members of the team and network both informally and via planned training events in conjunction with Samsung.
- Provide ad hoc reports to Samsung in order to help improve the overall service.
- Attend occasional meetings in Samsung (various locations but mostly Chertsey) for meetings and training.
- Attend dealer review meetings in order to understand VOC and help develop the technical support service.
- Working in conjunction with line manager and Samsung to review important metrics and key statistics to further develop the support process.
- Work with Samsung CS service team in compilation of (and support through) Responses to customer facing FAQs, Service Bulletins & Tech Tips.
- Test questions/answers to build test bank for training courses, Call Centre colleague development and support ECC question bank.
What we need for this role
- Ability to liaise with customers in an empathic and technically effective manner.
- Excellent communication skills with the ability to provide advice to non-technically aware customers (either internally or externally).
- Excellent telephone manner.
- Ability to work well within a team as well as on own.
- Ability to work with Samsung sales department to resolve issues with partners.
- Strong technical engineer background with proven experience in a technical role in the Air Conditioning and Heat Pumps industry.
- Full UK driving license with fewer than 6 points.
- Tenacious approach to problem solving.
- Attention to detail.
- Ability to multi-task and effectively prioritise.
- Field Air Conditioning and Heat Pump support experience.
What does success look like?
An individual with ‘Can do’ and positive attitude, with the ability to perform well under pressure, always providing the customer with more than they were expecting - always prepared to challenge the status quo to effectively solve problems in a systematic manner.
Skills and Qualifications
Benefits of working at Samsung include:
- Hybrid working – 3 days in the office and 2 days at home per week.
- Bonus scheme linked to individual, team and company performance.
- Pension contribution.
- Three volunteering days each year.
- Holiday - 25 days plus bank holidays and an additional day off for your birthday.
- Access to discounts on a wide range of Samsung products.
- Access to a discount shopping portal.
- Partner Colleagues are not eligible for Samsung Enhanced Paid Sick Leave but may be eligible for statutory payments from their payroll agency.
- Up to 20 (pro-rata) Partner Absence days per calendar year to be used in times of need.
A note on equal opportunities
We are an equal-opportunity employer and value diversity at our Company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
CS Tech Support Engineer in Manchester employer: SEC
At Samsung, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters innovation and collaboration. Our commitment to employee growth is evident through our hybrid working model, comprehensive benefits including a bonus scheme and generous holiday allowance, and opportunities for professional development within the thriving UK AC business. Join us in Chertsey, where you can be part of a forward-thinking team dedicated to delivering outstanding technical support while enjoying a supportive and inclusive environment.
StudySmarter Expert Advice🤫
We think this is how you could land CS Tech Support Engineer in Manchester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at SEC. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like SEC before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace CS Tech Support Engineer in Manchester
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to SEC:Your cover letter is your chance to shine! Tell us why you want to work at SEC specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at SEC!
How to prepare for a job interview at SEC
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
