Customer Satisfaction Engineer

JOB SUMMARYThis position is responsible for first-line response to customer to various quality issues arising after product delivery to customers, including direct communication with customers, performing necessary initial investigation, supporting deep dive analysis and other quality improvement activities. The role focuses on driving and supporting process and product improvements to enhance product quality performance and, ultimately, improve customer satisfaction.ESSENTIAL ROLES AND RESPONSIBILITIESQuality issue managementFirst Response: Maintain regular communication with customers and collect quality issue information from customer sites or the field. In coordination with internal teams, provide immediate containment or troubleshooting guidance and communicate follow-up action plans.Defect Analysis: Secure defective products in coordination with customers and arrange internal or joint investigations to drive quality improvements. After the analysis, review the results from a customer perspective, provide feedback to internal teams, and communicate consolidated findings and actions with the customer.On-site Support: Conduct on-site investigations for product quality issues, either upon customer request or as needed, perform initial analysis, and provide technical support.Reporting: Consolidate quality issue information identified through investigation activities and from customer feedback, and provide reports to support continuous quality improvement.Warranty managementField-data Analysis: Analyze defect data to identify abnormal product behavior or trends, proactively detect potential mid to long-term product warranty risks, and coordinate necessary responses with internal teams.Claim Management: Investigate customer's quality claims, defend against unjustified costs, and conduct reasonable negotiations to minimize claim expenses based on investigation result and corresponding technical responsibility.Customer relationship managementVOC(Voice of Customer) Management: Identify customer concerns, complaints, and improvement requests, assess the company's performance against customer and market expectations, and drive internal improvements based on the inputs to enhance quality competitiveness.Customer Intelligence: Monitor customer quality policies and standards and lead internal responses aligned with evolving customer requirements and expectations, thereby enhancing customer satisfaction.REQUIREMENTSMINIMUM EXPERIENCE REQUIREMENTSBachelor's degree in Electrical, Chemical, Materials Engineering, or relevant technical field.Customer-centric mindset with the ability to communicate effectively and professionally with customersExperience in Quality Engineering, Warranty, or a relevant technical support role.Ability to perform occasional physical activities such as lifting, carrying, or handling products during field or internal investigations.Ability to respond quickly in dynamic environments, troubleshoot complex system failures, and manage multiple concurrent investigations or projects.Strong understanding of technical investigation methodologies, root cause analysis, and quality issue handling workflows.Ability to travel domestically and internationally without restrictions.PREFERRED EXPERIENCE REQUIREMENTSHands-on experience of Li-ion batteries and their applications across industries such as IT devices, power tools, and electric vehicle industries.Knowledge of international quality standards such as ISO 9001 and IATF 16949Experience and knowledge of Li-ion battery cell, module, and pack production processes.Experience in multicultural working environment.Communication and presentation skills, with the ability to convey technical concepts and findings to both technical and non-technical audiences.Strong verbal and written communication skills in English; Korean language proficiency is a plus.MINIMUM EDUCATIONDegree Level: BachelorsField: Electrical, Chemical, Materials Engineering, or relevant technical fieldINTERNAL TRAINING REQUIREMENTSQuality PolicyHealth & Safety OrientationQuality ObjectivesNew Hire or New Position OrientationEnvironmental Policy StatementSamsung Philosophy and ValuesQUALITY ASSURANCE REQUIREMENTSComply with requirements of the Quality Operating System (QOS) in accordance with ISO 9001:2008Identify concerns and initiate corrective actions (through verification) relating to product, process and quality systemsInitiate preventative and continuous improvement actions relating to product, process and quality systemsHEALTH & SAFETY REQUIREMENTSFollow safe work procedures established by the Company; and follow the OH&S directions of the head of your department or supervisorUse of appropriate personal protective equipment (PPE) and safety systemsWhere PPE is required to control exposure to hazards in the workplace, wear and maintain the PPE as directed, as indicated in a risk assessment, or as required in OH&S proceduresUse other safety and emergency equipment provided in the workplace as directed or as required in OH&S proceduresAssist with the preparation of risk assessmentsBefore commencing work or research, a risk assessment should be conducted to identify, assess and control the hazards associated with the work or research. This should be conducted in conjunction with other relevant staff, researchers and the supervisorReport OH&S problemsReport workplace hazards to the supervisor as soon as possible after they occurReport injury or illness arising from workplace activities using the incident/injury reporting system as soon as possible after the incidentLead incident investigations and implement corrective actions