Samsung Manager Service Technical Writing & Training 

Canada, Ontario, Mississauga 

381568182

Our Perks:
• Fantastic employee discount on all Samsung products
• Competitive Salary and Performance based incentive plan for all levels
• Employer paid Medical and Dental coverage from day one
• Group RRSP plan that helps you save for the future
• Free on-site gym to get your sweat on
• Subsidized Cafeteria; including free Starbucks coffee/latte machine
• 4-day in-office work schedule Monday through Thursday – with Friday remaining a flex day to work remotely
• Tuition Reimbursement to keep you learning/Access of Samsung U for 24/7 online learning
• Employee Referral program- we want great talent like you!
• Virtual Pet Care-to ensure the well-being and health of your beloved furry companions!
• Additional Well Being Days for better work life-balance!

Role and Responsibilities

Deliver training sessions, workshops, or online courses on various aspects of consumer electronics, including product features, troubleshooting, and maintenance.

• Create and update training materials, manuals, and lesson plans to ensure relevance and effectiveness.
• Identify training needs within an organization or for specific products and customizing training programs accordingly.
• Provide assistance and guidance to trainees during training sessions and addressing their questions and concerns.
• Assess the effectiveness of training programs and providing feedback on student performance.
• Keep up-to-date with the latest advancements in consumer electronics and emerging technologies.
• Assist customers with technical inquiries and providing support for product usage.
• Service Repair and Support Management of direct and indirect customers and service partners and contact centre agents.
• Research technical details, often working with subject matter experts to ensure accuracy.
• Creating and edit documents like instruction manuals, user guides, online help systems, and other forms of technical documentation.
• Focus on making technical information clear, concise, and consistent across different documents.
• Work with engineers, product managers, and other teams to gather information and ensure the documentation meets the needs of users and the company.
• Stay up-to-date with the latest technologies and industry standards.

Education:

• A bachelor's degree in Electronics Engineering or a related field. Experience through internships or mid-level roles in the electronics industry and or home appliance industry, along with certifications specific to network management, consumer electronics and or home appliances, is also crucial.

Knowledge:

• Strong technical knowledge: a solid understanding of consumer electronics products, technologies, and industry trends.
• Excellent communication skills: ability to communicate technical information clearly and effectively to a diverse audience.
• Instructional design and delivery skills: experience in developing and delivering effective training programs.
• Curriculum development skills: ability to create and update training materials and resources.
• Problem-solving skills: ability to identify and resolve technical issues.
• Interpersonal skills: ability to work effectively with individuals and teams.
• Computer literacy: proficiency in using various software and tools for training delivery and curriculum development.
• Adaptability: willingness to learn and adapt to new technologies and tools.
• Strong writing and communication skills: able to write clearly, concisely, and accurately.
• Understanding of technology: need a good understanding of the technologies they are documenting, or the ability to learn quickly.
• Ability to work with others: need to be able to collaborate effectively with engineers, authorized service providers, product managers, and other stakeholders.
• Attention to detail: need to be meticulous and detail-oriented to ensure accuracy and consistency
• Above average customer service skills.
• Good negotiating skills.
• Technically inclined.
• Motivated with excellent time management skills.
• Above average supervisory skills.
• Ability to speak and write in both French and English an asset.

Experience:

• 5-7years’ experience as technical trainer, technical Writer, assistant service manager, or service manager or a combination preferred.
• 3-5 years of technical support experience with Home Appliances and Home Electronics products preferred.
• Managing a team of field servicetechnicians/authorizedservice centres.
• Ability to grow a Service Network.
• Scheduling and coordinating field service technicians.
• Monitoring and troubleshooting customer service issues.
• Ensuring timely responses to customer inquiries.
• Training and developing field service technicians.
• Maintaining and tracking inventory of parts and materials.

Travel:

• This role may require travel.