"Know-how Transfer" Samsung Electronics Service Regularizes Expert Overseas Dispatch

Dispatching Galaxy Instructors to India... Sending Home Appliance and TV Instructors to the Philippines in September
Contact Center Experts to the Netherlands and Japan... Sharing Know-How with 13 Countries Including the US, UK, and Germany

Samsung Electronics Service is spreading its world-class service capabilities overseas. Starting this year, the company plans to regularize the dispatch of service experts abroad to enhance service capabilities from repairs to customer consultations.

A Samsung Electronics Service Galaxy service specialist instructor is transferring technical know-how at the Delhi Service Center and Mumbai CS Academy in India.
[Photo by Samsung Electronics Service]

On the 7th, Samsung Electronics Service announced that it has begun operating the 'Domestic Service Expert Overseas Dispatch' program on a regular basis starting this year.

Last month, a Galaxy service specialist instructor was dispatched to Samsung Electronics' India subsidiary. The instructor toured eight major service centers in Delhi, Mumbai, Noida, and other locations to share know-how.

The focus was on transferring single-part repair expertise to the MSRC, a service center dedicated to smartphone display single-part repairs in India. Single-part display repair is an advanced repair method that involves disassembling the display unit, bezel, battery, and replacing only the necessary parts. High-level technical skills and specialized equipment are essential for single-part display repairs. In addition, core service technologies such as Galaxy usage history analysis, precision diagnostics, and foldable phone repair know-how were also shared.

Next month, additional instructors specializing in home appliances and TV services will be dispatched to the Philippines subsidiary. They will share Samsung Electronics' AI home appliance service know-how. Representative examples include AI-based precision diagnostics of home appliances using the integrated connection platform SmartThings and methods for utilizing TV service mode.

Know-how on operating contact centers, the first point of customer contact, is also being transferred overseas. In February, a contact center operations expert with 30 years of experience was sent to the Netherlands. In May and last month, experts were dispatched to Japan. Through consulting on customer consultation techniques tailored to each country's characteristics and analysis of contact center operations, customer satisfaction in each country has improved.

Benchmarking training, where overseas subsidiaries visit Korea to learn know-how, is also actively conducted. Since the beginning of the year, overseas subsidiaries from 13 countries including the United States, the United Kingdom, Germany, Sweden, Italy, and Poland have visited the CS Academies located in Suwon and Daejeon, Gyeonggi Province to learn service know-how.

A Samsung Electronics Service official said, "We plan to continuously transfer our top-tier domestic service capabilities overseas."

This content was produced with the assistance of AI translation services.