Product Specialist

Department: Customer Service
Air Conditioning (AC) and/or Heat Pumps
Reports to: Head of Customer Services

Location: Schiphol Area

ABOUT Samsung Climate Solutions (SEACE)

Samsung Electronics has been redefining indoor climate comfort for tomorrow’s society since introducing its first air conditioner in 1974. In 2005, Samsung Electronics entered the European market of commercial air conditioning. Samsung Climate Solutions aims to help people find their flow, so they may feel and live their best – be it at work, play or rest.

Samsung Climate Solutions is committed to offering more energy-efficient solutions with innovative cooling, heating, domestic hot water, refrigeration and smart building solutions. For every space where people create memorable experiences together, be it commercial spaces or residential homes. For their industry partners, ongoing technical trainings in climate and smart building solutions are offered, as well as after-sales and technical support. Backed by Samsung’s quality reputation and leading-edge innovation, including digital connectivity solutions.

Long-term commitment to the European market led to the opening of Samsung Electronics Air Conditioner Europe B.V. (SEACE) in 2017 in Amsterdam, the Netherlands. At SEACE, their aim is to harmonize activities across more than 30 European countries.

THE ROLE

As Product Specialist within Samsung’s European Customer Service organization, you operate at the heart of technical expertise, connecting product performance, service operations, and continuous improvement across multiple markets. You act as a key technical advisor to internal stakeholders, including service teams, product management, pre-sales, and HQ as well as to external partners such as installers and authorized service centers.

This role goes beyond traditional technical support. Rather than focusing on day-to-day firefighting, you take on a more strategic, “architect” position: analysing recurring technical issues, identifying root causes, and translating these insights into structural improvements. You play a crucial role in preventing problems at scale by enhancing training, optimizing service processes, and feeding back learnings into product development and quality management.

You remain closely connected to the field, stepping in on complex or high-impact cases when needed, but your primary contribution lies in improving how the organization operates overall. From installation and commissioning to diagnostics and repair, you ensure that best practices are defined, implemented, and continuously improved across the European service network.

Through your strong technical expertise and analytical mindset, you help elevate service performance, strengthen product quality, and ultimately contribute to a more consistent and scalable customer experience across Europe.

KEY RESPONSIBILITIES

Process Management & Improvement (40%)

Maintain expert knowledge of the full after-sales process (prevention, repairs, returns) of the Samsung air conditioning & heat pump products from beginning to end and improve where necessary.
Ensure a continuous provision and compilation of technical bulletins/ Customer FAQ responses and assist in defining/implementing product reworks.
Initiate new service delivery improvement projects together with Service Managers, B2B Helpdesk, service partners, division marketing teams, corporate marketing teams and/or sales divisions to continuously ensure great service solutions during product life cycle.
Know our competitors service delivery performance and create new initiatives for Samsung to meet and in most cases overachieve existing standards in the market.
Thorough numeric analysis of facts & figures related to the Diagnostics, Triage, Repair & Test processes and create improvement plans based on such analysis.

Operations Management (20%)

Deliver technical training to service network engineers, including authorized service partners and installers, and support contact centre / B2B Helpdesk teams where needed as part of product and technology implementation.
Serve as a third-line technical expert for structural issues that cannot be resolved at second-line level within the contact centre, B2B Helpdesk, or authorized service partner network.

NPI / EOL Management (10%)

Ensure a high level of product quality from new product introduction until end of life by managing incoming quality checks or in field investigation.

Quality Monitoring (20%)

Prevent structural quality issues by early warning processes and clear reporting procedures.
Ensure thorough investigation of “in field” product technical faults, to provide the explanation of root causes, prove technical resolutions and/or take responsibility in clear escalation and reporting to HQ through pre-defined processes and systems.

Headquarters related (10%)

Continuously monitor and improve the technical service KPI’s of Samsung and ensure timely reporting of the achieved services results to the service department and related sales division.
Actively maintains a network of escalation contacts in HQ to escalate and closely follows up on quality issues with this network.

YOUR PROFILE

Functional/Technical Skills

Proven Self-starter, creative and problem-solving skills
Strong analytical skills
Accurate and secure working
Management Skills
SAP and MS Office knowledge
Good knowledge Operating Systems (Windows xx, Apple OS, Android)
Good communicational skills
Technical product knowledge in the air conditioning and heating market & concerned product portfolio

Experience

Bachelor’s degree
Minimum of 4 a 5 years’ experience in similar job with similar KPI’s for specific product
Near-native English proficiency is essential; Dutch language skills are considered an advantage
Samsung DNA: Flexible / no 9-5 worker (willing to travel) / Dynamic

WHY JOIN?

This is an excellent opportunity for a technically strong and analytically driven professional to take on a key role within Samsung’s European Customer Service organization. You will operate at the intersection of product, service, and quality, with the opportunity to shape how technical expertise translates into scalable improvements across multiple markets.

As Samsung continues to expand its presence in the European HVAC and heat pump market, this role offers significant scope to grow in responsibility and impact, moving beyond day-to-day technical support into a more strategic, “architect” position focused on preventing issues, improving service performance, and influencing product quality at scale.

WHAT’S NEXT

If you are interested, we encourage you to apply by submitting your resume. Following an initial review, selected candidates will be invited for an introductory video call. Candidates progressing to the next stage will be invited for in-person interviews at Samsung Electronics Air Conditioner Europe (SEACE).

Wouter Ordelman
M +31 6 502 11 802 
wouter@semare.com