Not only electronic devices like smartphones but also batteries have after-sales service (A/S). However, there is a difference between A/S for electronic devices and batteries. While A/S for electronic devices involves repairing the existing products, A/S for batteries typically involves supplying new products. When battery replacement is required within the warranty period, prompt supply of the needed quantity is critical to maintaining trust with customers. Thus, the A/S process is a crucial stage that ensures responsibility even after battery supply is completed. 

How do electric vehicle companies equipped with SAMSUNG SDI batteries handle after-sales service? Through an interview with Pro Ki-ho Chang and Pro In-woo Kim who are responsible for the production, supply, and customer response for A/S products, we learn about SAMSUNG SDI’s EV battery A/S process. 

[Pro Ki-ho Chang and Pro In-woo Kim who are responsible for the production, supply, and customer response for A/S products]

Q. Please introduce EV battery A/S and your roles.

Pro In-woo Kim) Hello, I am In-woo Kim, in charge of A/S operations for EV batteries. At SAMSUNG SDI, EV battery A/S involves producing and supplying A/S products in response to customer requests for the period of a contract after the end of production (EOP). Even for discontinued products, we ensure a seamless supply of A/S batteries during the warranty period by monitoring risks regarding supply chain and production lines and planning in alignment with business strategies. 

Pro Ki-ho Chang) We act as a ‘central control tower’, coordinating across teams like development, sales, quality, procurement, and manufacturing to ensure an integrated response to customer A/S requests. We look at the mid-to-long-term perspective to establish processes and implement strategies for customer A/S responses. My responsibilities include identifying required volumes by model for global A/S requests, planning production schedules, and addressing material procurement issues.

Q. What do you consider most important in your work?

Pro Ki-ho Chang) A/S responses often involve unique cases, so it’s essential to create a flexible communication environment where team members can share their experiences and knowledge. In our team, we respect each other’s opinion and freely exchange personal expertise and insights. This collaborative approach has been vital in shaping our operational processes. 

[Pro Ki-ho Chang says it’s essential to create a flexible communication environment]

Pro In-woo Kim) As Pro Chang mentioned, our team comprises professionals with diverse backgrounds and experiences, allowing us to grow through open communication. Learning from others’ experiences has significantly enhanced my work. Additionally, adopting to a new team with entirely different tasks after transferring from another team was made easier thanks to this open and collaborative atmosphere. 

Q. What challenges do you face in your work? 

Pro In-woo Kim) Due to the nature of our work, many issues can’t be resolved solely within our team. We must collaborate and communicate actively with related teams to address each step. For instance, we determine the quantity of A/S products based on customer requests and pricing with the sales team, confirm the material procurement status with the procurement team, discuss any changes to discontinued products with the development and engineering teams, and ensure timely production at the global sites in coordination with the manufacturing team. While managing long-term supply risks and navigating these steps is challenging, it offers the advantage of experiencing the entire process.

[Pro In-woo Kim is experiencing the entire process of the production of A/S batteries ]

Q. As SAMSUNG SDI’s EV battery business grows, so does the importance of EV A/S. When are you most proud of your work? 

Pro Ki-ho Chang) We take pride in being part of the final stage of battery supply. With the number of discontinued models increasing, the scale of A/S supply will continue to grow, making it critical for SAMSUNG SDI’s reputation and customer relationships. This sense of responsibility drives us to approach each step with care and dedication. 

Pro In-woo Kim) I feel immense satisfaction in playing a role in ‘putting the final period at the end of the battery supply cycle’. The lifecycle of a battery doesn’t end with the end of mass production—it concludes after the 10-15 year A/S supply contract expires. At that point, the battery finally becomes a part of SAMSUNG SDI’s history. It’s meaningful to contribute to this final chapter, and I aim to continue developing as a generalist who understands the entire process, from A/S battery orders to delivery.