Top Techs Put Their Skills to the Test at Samsung’s National Skills and Repair Competition
From waking up with an alarm on your smartphone, to throwing a load of laundry in your washing machine before bed, technology plays a critical role in your daily routines. And when one of your devices stops running smoothly, it can take your focus away from what matters most.
At Samsung, we are committed to providing a range of quality and convenient care options, so you can have peace of mind that your device will be fixed fast and fixed right if issues arise. We are also committed to providing opportunities for our technicians to continuing to learn and develop new skills throughout their career. According to a Gallup poll1, 57% of adults who are either employed or in the labor force say they are extremely or very interested in participating in an upskilling program. And of those, 63% state that their motivation for doing so is to advance their careers.
This past month, Samsung Care hosted its annual National Skills and Repair Competitions, where top Mobile Experience (MX) and Consumer Electronics and Home Appliance (CE) technicians from across the country were celebrated, while putting their skills to the test.
“The annual competitions have become an integral part of our investments in proactive and preventative care, while providing a platform to recognize our technicians and furthering their professional development in a growing field,” said Mark Williams, Vice President of Customer Care at Samsung Electronics America. “It is always inspiring to see the pride for Samsung and its products among our employees come to life during these events, as we all work toward the shared goal of providing the best experiences for our customers.”
First up was the fifth annual Samsung CE Care Skills competition at the Samsung Electronics Home Appliance (SEHA) facility in Newberry, South Carolina. This year, six excited technicians gathered together bright and early, eager to claim the title of Samsung’s “Top Tech.” Participants went head to head in accuracy, speed and customer satisfaction tests, requiring the technicians to swiftly troubleshoot and tackle complex situations.
“I’m excited to have made it to the end of this process and to really take what I’ve learned, bring it back to my company and improve for next year,” said first place winner Connor Wallace from Cone Appliance.
“It’s such a great honor to be in the Samsung Skills competition two years in a row. It shows the value that being with Hometown Hero brings to the customer and to Samsung,” said third place winner Austin Lanke, Hometown Hero.
This year’s competition followed #1 rankings in product quality for TVs and in service experience for Home Appliances in the 2023 American Customer Satisfaction Index Survey (ACSI®). The team was also recognized as a US CXA® Gold Award Winner for Best Customer Experience Strategy for its Samsung Beyond Boundaries Program, providing 99.9%2 of the U.S. with convenient at-home repair coverage.
Next, Samsung MX Care techs took the stage for their annual Repair Competition. Fifteen participants spent the day at Samsung’s Plano, TX campus completing drills focused on speed, skill and compliance. After diagnosing any issues with the device, technicians worked to disassemble and reassemble devices as quickly and accurately as possible, before checking their craftsmanship with several quality tests.
“Winning this competition is really validating for me because I have been doing this work for a couple years. It is awesome to see that I know more than I think I do. And I know my store is going to definitely take bragging rights!” said first place winner, Rebecca Carpenter from uBreakiFix.
Similar to Rebecca, second place winner Daniel Clifford from the Samsung Care Center said, “ validates that hard work I put into this job.” He added, “It means I need to work harder for next to win first place!”
The annual Repair Competition is a fun, yet prime example of how Samsung is able to provide the #1 Service Center Network Coverage in the U.S. for mobile devices.3 As a result of its rigorous training opportunities for technicians and suite of convenient care offerings, Samsung received #1 rankings for customer satisfaction among 5G devices and in perceived value among overall brand comparisons the 2023 ACSI® survey. Through strong ties with local communities, the team is also able to take learnings from these trainings and host interactive and educational courses for students considering a career as a technician.
The winners from each competition included:
|Home Appliance/TV||Mobile Experience|
|First Place||Connor Wallace, Cone Appliance||Rebecca Carpenter, uBreakiFix, Brockton, MA|
|Second Place||Alex Nahum, Home Technology Solutions||Daniel Clifford, Samsung Care Center, Frisco, TX|
|Third Place||Austin Lanke, Hometown Hero||Brett Downs, uBreakiFix, Winter Park, FL|
While this year’s competitions have come to a close, Samsung is eager to continue investing in current and aspiring technicians, while providing expansive service network offerings to empower customers choose what works best for their lives.