{"id":54838,"date":"2022-11-10T10:10:56","date_gmt":"2022-11-10T15:10:56","guid":{"rendered":"https:\/\/news.samsung.com\/us\/?p=54838"},"modified":"2024-03-13T16:14:13","modified_gmt":"2024-03-13T20:14:13","slug":"samsung-customer-care-and-mobile-experience-divisions-host-national-skills-and-repair-competitions","status":"publish","type":"post","link":"https:\/\/news.samsung.com\/us\/samsung-customer-care-mobile-experience-host-national-skills-repair-competitions-2022\/","title":{"rendered":"Samsung Customer Care and Mobile Experience Divisions Host National Skills and Repair Competitions"},"content":{"rendered":"<p>This past month, Samsung Electronics America\u2019s Mobile Experience and Customer Care divisions hosted National Skills and Repair Competitions to acknowledge top service technicians for their excellence and improve the repair experience for Samsung customers.<\/p>\n<p style=\"text-align: left;\">\u201cIt is always amazing to witness the collaboration and development among contestants at this year\u2019s Skills competitions,\u201d <strong>said Mark Williams, Vice President of Customer Care at Samsung Electronics America.<\/strong> \u201cThese programs exemplify Samsung\u2019s investment in the future of customer care and show appreciation for our hard-working technicians. I look forward to seeing how the competitions continue to evolve and foster an exciting learning environment for participants.\u201d<\/p>\n<p style=\"text-align: center;\"><iframe loading=\"lazy\" title=\"YouTube video player\" src=\"https:\/\/www.youtube.com\/embed\/ZO3dPlC5AxI\" width=\"560\" height=\"315\" frameborder=\"0\" allowfullscreen=\"allowfullscreen\"><\/iframe><\/p>\n<p>On October 21, 2022, 15 technicians came together at Samsung\u2019s Legacy Central Office in Plano, TX for the second annual Mobile Experience (MX) Repair Competition. Participants took part in a variety of activities and challenges, including phone disassembly, reassembly, Printed Board Assembly (PBA) replacement and a quality inspection. Each event was designed to measure the repair technicians on failure identification, speed and creativity.<\/p>\n<p>The winners of this year\u2019s MX competition were Joelle Martin De Guzman (1<sup>st<\/sup> place), Joshua Piazza (2<sup>nd<\/sup> place), Andrew Korman (3<sup>rd<\/sup> place), Daniel Clifford (4<sup>th<\/sup> place) and Nicholas Alexander (5<sup>th<\/sup> place).<\/p>\n<p><strong>Joelle Martin De Guzman, 1<sup>st<\/sup> place in the U.S. Mobile Repair<\/strong>, discussed the impact of this program on his professional development and some of his key takeaways, \u201cThe competition was a fun way to meet other technicians and learn from different service centers. This experience was amazing, and I\u2019m looking forward to hopefully learning more advanced skills and new techniques to better improve our processes by participating in future competitions. My team and I are still coming for the top positions and hope to get in on this again next year!\u201d<\/p>\n<div class=\"media-gallery-wrap\"><div class=\"item-viewed\"><div class=\"itemSlide\"><img decoding=\"async\" src=\"https:\/\/img.us.news.samsung.com\/us\/wp-content\/uploads\/2022\/11\/09160400\/CareComp3-Newsroom.png\" alt=\"\"><p class=\"caption\">Rohan Brown used his trouble shooting skills to compete against fellow technicians. <\/p><\/div><div class=\"itemSlide\"><img decoding=\"async\" src=\"https:\/\/img.us.news.samsung.com\/us\/wp-content\/uploads\/2022\/11\/09161537\/CareComp5-Newsroom.png\" alt=\"\"><p class=\"caption\">James Knox battled the clock to complete repairs. <\/p><\/div><\/div><div class=\"post-slide-controls\"><div class=\"dot-wrap\"><\/div><\/div><\/div>\n<p>The following week, on October 28, 2022, Samsung\u2019s Customer Care division hosted its fourth annual National Skills Competition at its Samsung Technical Training Center (SSTC) in Little Ferry, NJ. For this year\u2019s competition, 22 technicians came together from across the country to compete against one another to claim the honor of being named Samsung\u2019s \u201cTop Tech.\u201d<\/p>\n<p>At this year\u2019s Skills competition, contestants used their troubleshooting skills to diagnose the most difficult symptoms, all while battling the clock to complete the repairs. They also received advanced-level technical training straight from the product engineers and participated in a leadership roundtable discussion. The discussion provided critical insight into the direction of Samsung Care and how to share their new skills with their fellow technicians. Participants also provided valuable feedback to help improve training courses and field service processes.<\/p>\n<p><strong>Karie Baker, 4<sup>th<\/sup> place winner in the Home Appliance category<\/strong>, shared her experience as the first female service technician to be part of this competition, \u201cI wanted to show other women that regardless of what others may tell them, they can achieve anything as long as they work hard and give it a shot.\u201d<\/p>\n<p>As one of the 10.8%<a href=\"#_ftn1\" name=\"_ftnref1\"><sup>1<\/sup><\/a> of female service technicians in the U.S., she explained a larger meaning behind this accomplishment, \u201cI never thought that I would reach the level it took to compete with the nation\u2019s top technicians, let alone after only 1.5 years with the company. The competition gave me a chance to not only gain experience, but also motivate other female technicians to try and compete, while changing the stigma in this field.\u201d<\/p>\n<div id=\"attachment_54876\" style=\"width: 1010px\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" decoding=\"async\" aria-describedby=\"caption-attachment-54876\" class=\"size-full wp-image-54876\" src=\"https:\/\/img.us.news.samsung.com\/us\/wp-content\/uploads\/2022\/11\/09160225\/CareComp1-Newsroom.png\" alt=\"\" width=\"1000\" height=\"600\" srcset=\"https:\/\/img.us.news.samsung.com\/us\/wp-content\/uploads\/2022\/11\/09160225\/CareComp1-Newsroom.png 1000w, https:\/\/img.us.news.samsung.com\/us\/wp-content\/uploads\/2022\/11\/09160225\/CareComp1-Newsroom-600x360.png 600w, https:\/\/img.us.news.samsung.com\/us\/wp-content\/uploads\/2022\/11\/09160225\/CareComp1-Newsroom-950x570.png 950w\" sizes=\"auto, (max-width: 1000px) 100vw, 1000px\" \/><p id=\"caption-attachment-54876\" class=\"wp-caption-text\">Hector Castillo, Service Quick, showed off his skills with his third place victory in the TV category.<\/p><\/div>\n<p>This year\u2019s winners in the Home Appliance category included Jong Suh Son with Metro Tech (1<sup>st<\/sup> place), Austin Loncke with Nebraska Home Appliance (2<sup>nd<\/sup> place) and Christopher Steele with Appliance Repair Center of Maine (3<sup>rd<\/sup> place). The TV awards were earned by Jay Baek with Service Quick (1<sup>st<\/sup> place), Serhiy Schevchenko with HSN (2<sup>nd<\/sup> place) and Hector Castillo with Service Quick (3<sup>rd<\/sup> place).<\/p>\n<p>The competitions reinforce Samsung\u2019s ongoing commitment to provide quality customer service, and follows the company\u2019s <a href=\"https:\/\/news.samsung.com\/us\/samsung-ranks-highest-acsi-2022-product-service-quality-tv-home-appliances\/\" target=\"_blank\" rel=\"noopener\">recent #1 ratings<\/a> for \u201cOverall Product Quality and Service\u201d for <a href=\"https:\/\/www.samsung.com\/us\/televisions-home-theater\/tvs\/all-tvs\/\" target=\"_blank\" rel=\"noopener\">TVs<\/a> and <a href=\"https:\/\/www.samsung.com\/us\/home-appliances\/\" target=\"_blank\" rel=\"noopener\">Home Appliances<\/a> in the <a href=\"https:\/\/www.theacsi.org\/\" target=\"_blank\" rel=\"noopener\">2022 American Customer Satisfaction Index Survey<\/a>. The company was also recognized by Newsweek and listed on \u201c<a href=\"https:\/\/www.newsweek.com\/rankings\/americas-best-customer-service-2023\" target=\"_blank\" rel=\"noopener\">Newsweek\u2019s America\u2019s Best Customer Service 2023<\/a>\u201d list in the Online Home Goods Consumer Electronics category and its Customer Experience Team was awarded \u201cBest Customer Experience Team\u201d at the <a href=\"https:\/\/customercentricityawards.com\/winners\/\" target=\"_blank\" rel=\"noopener\">2022 North American Customer Centricity Awards<\/a> by ARCET Global.<\/p>\n\n<p>With this year\u2019s Skills competition coming to a close, Samsung looks forward to continuing to invest in technical training as part of the company\u2019s commitment to providing the best service experience for customers. Congratulations to all of this year\u2019s winners and participants!<\/p>\n<p>To learn more about Samsung\u2019s commitment to customer service, visit <a href=\"https:\/\/www.samsung.com\/us\/support\/\" target=\"_blank\" rel=\"noopener\">Samsung.com<\/a>.<\/p>\n<p>Click <a href=\"https:\/\/www.samsung.com\/us\/es\/support\/service\/\" target=\"_blank\" rel=\"noopener\">here<\/a> for more on Samsung\u2019s repair services.<\/p>\n<h6><a href=\"#_ftnref1\" name=\"_ftn1\"><sup>1<\/sup><\/a> Source: <a href=\"https:\/\/www.zippia.com\/service-technician-jobs\/demographics\/\" target=\"_blank\" rel=\"noopener\">Zippia<\/a><\/h6>\n","protected":false},"excerpt":{"rendered":"<p>This past month, Samsung Electronics America\u2019s Mobile Experience and Customer Care divisions hosted National Skills and Repair Competitions to acknowledge top service technicians for their excellence and improve the repair experience for Samsung customers. \u201cIt is always amazing to witness the collaboration and development among contestants at this year\u2019s Skills competitions,\u201d said Mark Williams, Vice [&hellip;]<\/p>\n","protected":false},"author":84,"featured_media":54880,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[30349,29719,17571],"tags":[49,766,40,30012,10676,28904,125],"blue-badge":[],"class_list":["post-54838","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-care","category-corporate","category-corporate-workforce","tag-home-appliances","tag-home-entertainment","tag-mobile","tag-repair","tag-samsung-care","tag-samsung-skills-competition","tag-television-tv"],"acf":{"turn_off_retargeting":false},"fimg_mobile_url":"https:\/\/img.us.news.samsung.com\/us\/wp-content\/uploads\/2022\/11\/13161404\/samsung-care-competition-group-new-featured-200x200.png","fimg_url":"https:\/\/img.us.news.samsung.com\/us\/wp-content\/uploads\/2022\/11\/13161404\/samsung-care-competition-group-new-featured-432x286.png","primary_category":{"term_id":30349,"name":"Care","slug":"care","term_group":0,"term_taxonomy_id":30349,"taxonomy":"category","description":"","parent":29719,"count":39,"filter":"raw","term_link":"https:\/\/news.samsung.com\/us\/category\/corporate\/care\/","term_path":"corporate\/care"},"badge":false,"_links":{"self":[{"href":"https:\/\/news.samsung.com\/us\/wp-json\/wp\/v2\/posts\/54838","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/news.samsung.com\/us\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/news.samsung.com\/us\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/news.samsung.com\/us\/wp-json\/wp\/v2\/users\/84"}],"replies":[{"embeddable":true,"href":"https:\/\/news.samsung.com\/us\/wp-json\/wp\/v2\/comments?post=54838"}],"version-history":[{"count":0,"href":"https:\/\/news.samsung.com\/us\/wp-json\/wp\/v2\/posts\/54838\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/news.samsung.com\/us\/wp-json\/wp\/v2\/media\/54880"}],"wp:attachment":[{"href":"https:\/\/news.samsung.com\/us\/wp-json\/wp\/v2\/media?parent=54838"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/news.samsung.com\/us\/wp-json\/wp\/v2\/categories?post=54838"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/news.samsung.com\/us\/wp-json\/wp\/v2\/tags?post=54838"},{"taxonomy":"blue-badge","embeddable":true,"href":"https:\/\/news.samsung.com\/us\/wp-json\/wp\/v2\/blue-badge?post=54838"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}