Technical Product Specialist

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

In this role, you are responsible for designing, delivering and managing technical training programs for Authorized Service Centers, the Dealer Support team and the Contact Center. In addition, you oversee the quality management and performance of the Samsung Dedicated Engineer Network.

By developing training initiatives and conducting field ride-alongs, you directly contribute to key operational quality KPIs, including reducing Customer Repeat Repair (CRRR) and optimizing First Time Completion (FTC).

Key responsibilities

Technical Training

• Develop and deliver technical training courses, mainly focused on Home Appliances (HA), 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.
  


• Develop training based on actual engineer performance and repair analyses where knowledge or capability gaps are identified.
  


• 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 and complex repair types, such as drum repairs and refrigerator 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 Customer Repeat Repair (CRRR).
  

Samsung Academy & Repair Authority

• Manage quality certification for the service network.
  


• Oversee and administer Repair Authority Management within system tools, ensuring only certified engineers are granted repair rights.
  


• 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), Customer Repeat Repair (CRRR) and Non-First-Time-Completion cases.
  

Documentation & Reporting

• Generate weekly reports on training activities, Dedicated Engineer Network management and heavy repairs.
  

Collaboration

• Work closely with the Product Specialist team to ensure improvements across all parts of the operation.
  

Functional & Technical Skills

• Self-starter with creative and strong problem-solving skills.
  


• Excellent communication skills.
  


• Affinity with electronic products and customer service.
  


• Strong experience in product screening and repair processes.
  


• Strong technical and hands-on diagnostic and 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.
  


• Assertive, flexible and capable of working effectively across a hybrid Belgium/Netherlands environment.
  

Your profile

You have a formal education in Electronics, Electromechanics or equivalent practical experience in field service engineering.

You bring a minimum of 3–5 years of experience in technical training, field engineering management or high-level technical support within the Consumer Electronics or Home Appliance industry.

You are bilingual in Dutch and English. French is considered a plus.

You fit the Samsung DNA: dynamic, flexible, hands-on, comfortable with a non-9-to-5 mindset and passionate about operational quality and customer satisfaction.

Performance metrics

Success in this role is measured through:

• 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.
  


• Achievement of network growth and onboarding targets for the Dedicated Engineer Network.
  

Interested in this opportunity? Please apply and we will be in touch with you shortly.
Contracting via DLIVR.NL // WRKRS