Senior New Production Introduction (NPI)

Position Summary

Role and Responsibilities

Role & Responsibilities

The role is responsible for the management of the SEA MX New Product Introduction department. Manage various employees engaged in the MX New Product Introduction, service preparation, repair, maintenance, acceptance and certification of products. Develop training and repair programs for an authorized service centers. Manage the new product certification and customer acceptance process. Develop test and repair strategies for new products. Ensure parts planning meets the needs of product repair requirements and schedules. Interface with major customers, authorized service centers and end users to ensure customer satisfaction. Establish performance metrics for the organization. Analyze return rates and trends and plan future requirements. Evaluate, prepare and present performance reports of SEA and third party service organizations.

• Monitors department performance, provides direction and leadership to product problems are resolved in a timely and thorough manner to meet customer requirements and company goals. Projects and develops future product repair requirements to ensure continued customer satisfaction.
• Establishes NPI performance metrics and evaluates performance to ensure quality test and repair performance within specification standards. 
• Ensures the availability of spare parts and consumable supplies to support dealer, service, customer, third party refurbish and board repair service requirements.  Plans, initiates and approves all department parts and supply purchases.  Recommends the purchase and or replacement of necessary equipment and facilities.  Negotiates and maintains test equipment service and calibration contracts.
• Manages repair service workforce and resources for optimum budget efficiency.  Prepares work schedules, approves work hours, times sheets, schedule changes and employee absences.  Recommends staffing requirements, hiring, performance evaluations and firing decisions in conformance with company policies and procedures of assigned personnel. Motivates employees to ensure cooperative working relationships and positive performance results.  Identifies results to be achieved and provides training, guidance and day-to-day leadership of assigned personnel.
• Develops training programs for dealers, end users, sales, and third-party service providers to improve repair services, increase product uptime, and ensure appropriate product application to usage demands and interconnecting systems. Identifies product training needs and develops training programs to satisfy them.
• Manages new product acceptance and certification processes.  Gathers repair service data and analyzes repair data for repair rates and trends.  Prepares and presents statistical reports and information.  Projects and plans future requirements, product repair certification, budgets, and resources.
• Conducted and managed meetings with subordinates and various internal operational and contract repair organizations.  Meets with customers frequently, solicits adequacy of performance, and responds to customer questions and issues to improve repair services.  Responds to and resolves customer billing and invoicing issues.  Sets and communicates performance expectations, reports results against plans, identifies issues, and initiates corrective actions were required to ensure most effective service and repair performance.
• Perform approved Service Engineering on-site field product testing, data collection, system evaluation, and problem resolution projects.
• Develop product inspection, tests, diagnostic, and repair procedures.  Identify and initiate improvements in product testing techniques, tools, and repair processes. 
• Manage various employees engaged in the repair, maintenance, acceptance, and certification of products.  Develop training programs for authorized service centers. 
• Provide product test and repair standards for new products.  Works closely with HQ Service Engineering to resolve technical issues and to develop product test and repair capability improvements.
• Maintain a high level of technical knowledge within the Samsung Mobile Product, both Sales, Product & Customer Care Departments.
• Identify Service Center performance problems and disseminate pertinent technical and repair information to appropriate SEA personnel.  Share improvements and experiences in product troubleshooting, failure analysis, diagnostics, and repair techniques with repair technician team members and technician leads to improve repair productivity and to enhance the quality of service performance.
• Manage to strengthen advance preparation of service and enhance service expertise by making and distributing contents of a guide for a new product and function.
• Manage to minimize customer dissatisfaction resulted from service failure by analyzing and monitoring repetitive repairs and multiple defects.
• Manage to reduce service costs by analyzing why an expensive part is used, developing an improvement measure, and expanding unit repair.
• Work on problems of diverse scope where analyzing data requires evaluating identifiable factors.
• Demonstrate good judgment in selecting methods and techniques for obtaining solutions
• Investigate, diagnose, report, and assist in the resolution of mobile product problems.  Assist in the concept, development, preparation and critical review of technical reports, technical documents, test procedures, user guides, installation and maintenance manuals.

Skills and Qualifications

Minimum Qualifications

• A Bachelor’s Degree in (Engineering, Computer Science, or similar degree) plus 8-12 years of experience or equivalent work experience.
• Must be able to communicate effectively with various types of customers and with multiple management levels within the SEA MX and customer organizations for product repairs, to provide training, and to identify and resolve product service and repair issues.
• Preferred to have experience in digital circuitry, electronic component testing, failure diagnostics, and mobile product technology
• Must have experience with Microsoft Standard Office Suite within a LAN/WAN systems environment.
• Understanding and experience with ISO requirements as well as Six Sigma
• Experience with using statistical process control and CLCA process
• The ability to understand significant knowledge of circuit design of mobile telecommunication products
• The ability to develop and maintain excellent working relationships with multiple levels within the company and with external contacts, including customers, authorized service agents, sales & equipment service representatives, etc. 
• The ability to gather and analyze data from multiple sources, prepare spreadsheets, charts, graphs, and tables of information, and to plan and prioritize multiple work assignments.
• The ability to read, write, provide critical technical review, and prepare reports, technical manuals, test procedures, and technical product information.
• Work under very little supervision and guidance to identify and ensure achievement of production team goals and to complete individual work assignments within established time frames.
• Ability to lead and direct the activities of staff members, employees, and product service/repair agents to provide effective product test, repair, and maintenance for customers, to achieve business objectives, product quality, and organizational goals within established time frames and specifications.
• The ability to clearly define objectives, identify tasks and work assignments, give technical direction, and make decisions based upon applied knowledge of alternatives and work experience.

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