Regional Service Manager

Position Summary

THE COMPANY
For more than 40 years, the name Samsung has been at the forefront of innovation. Samsung’s discoveries, inventions, and breakthrough products have helped shape the history of digital evolution. Today, Samsung Electronics Co., Ltd. is a global leader in technology, opening new possibilities for people everywhere. Guided by a simple philosophy “Inspire the World, Create the Future” Samsung is committed to developing new technologies and innovative products that enhance the lives of its customers, employees, and the global community.

Samsung Electronics is the largest subsidiary of the Samsung Group, amounting to 70 percent of the group’s revenue and reigning as the world’s largest technology company with more than $200 billion in revenue. Globally the company has a presence in 80 countries and employs more than 270,000 people. Samsung is the world’s leading provider of mobile phones, smartphones, and tablet computers-fueled primarily by the popularity of the Samsung Galaxy line of devices-and produces a wide variety of products and components ranging from color and mono-laser printers and copiers, virtual desktop infrastructure, solid state drives, set-top boxes, TVs, LCD panels, lithium-ion batteries, semiconductors, chips, flash memory, and hard-drive devices.

Samsung Electronics USA is a $40 billion dollar business with a vast portfolio of superior quality mobile and electronics products. The business also plays a leadership role globally for creating the best new and next-generation products and platforms. Samsung’s vision is to reach and engage the consumer through revolutionary retail stores and experience centers.

Role and Responsibilities

THE POSITION

Regional Service Manager

• Regional Service Managers (RSM) are responsible for supporting Samsung Appliance/Television Branded Engineer (BE) and Authorized Service Center (ASC) 3rd party providers.
• Ensure our servicer’s providers are getting tools, training and support to deliver ‘Top Level’ repair service to our end user Samsung Appliance and TV In-Home Customers & Dealers
• Drive KPI performance to meet CS Center expectations
• Effectively Support, Communicate & Teach all Samsung Policies/Processes/Systems to servicers
• Protect/Promote Samsung Brand & Mitigate Cost to Samsung

Specific responsibilities include:

• Through visits, webinars, emails and phone calls RSM’s should be building solid relationships with ASC’s & BE’s, have a comprehensive working knowledge of their accounts processes, operating issues, strategic performance landscape and existing/future business outlook.
• RSM’s ensure customer service SLA’s (Speed of service, Quality of repair and Customer satisfaction) are being met by the service providers.
• To promote existing and future Sales growth, RSM’s assist and support Dealer partners (Lowes, Home Depot, Best Buy, Builders, Etc.) with coverage concerns, quality of service concerns and other factors that may impact sales and Samsung brand perception.
• RSM monitors Key Customer Satisfaction scores and feedback and makes sure RSM’s identify root causes of any issues, implement action plans to improve overall experience for our end user customers and ensure holistic positive view of the Samsung Brand.
• RSM Ensures service partners are fully supported in all technical and procedural areas so all partners can provide our mutual customers ‘best in class’ In Home repair service experiences.
• RSM’s, solicit feedback from service provider partners & customers that highlight opportunities to improve Samsung level of support, systems & policies and share with Samsung senior leaders regularly.
• RSM should always be looking at ways to mitigate financial exposure and reduce cost to Samsung whenever and wherever possible.

Skills and Qualifications

Background & Competencies Required:

• Bachelor’s degree preferred.
• 6-12 years’ experience in Field Service Operations
• Experience in Customer Service (NPS), and Customer Service delivery
• Competency in communication/speaking, listening, and ability to build relationships with internal partners.
• Ability to use MS Excel to manage large data
• Proficiency in MS PPT

Samsung Electronics America provides Equal Employment Opportunity for all individuals regardless of race, color, religion, gender, age, national origin, marital status, sexual orientation, gender identity, status as a protected veteran, genetic information, status as a qualified individual with a disability or any other characteristic protected by law.

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Samsung Electronics America, Inc. and its subsidiaries are committed to employing a diverse workforce, and provide Equal Employment Opportunity for all individuals regardless of race, color, religion, gender, age, national origin, marital status, sexual orientation, gender identity, status as a protected veteran, genetic information, status as a qualified individual with a disability, or any other characteristic protected by law.

COVID-19 Vaccine Mandate

In order to comply with the federal vaccine mandate, Samsung Electronics America requires all employees to be fully vaccinated against COVID-19, unless a medical or religious exemption, or an exemption required under state/local law, is approved. Offers of employment are contingent upon proof that a candidate is fully vaccinated or qualifies for an exemption. More details on how to apply for an exemption are provided after the application process is complete.

Reasonable Accommodations for Qualified Individuals with Disabilities During the Application Process

Samsung Electronics America is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application process. If you have a disability and require a reasonable accommodation in order to participate in the application process, please contact our Reasonable Accommodation Team (855-557-3247) or SEA_Accommodations_Ext@sea.samsung.com for assistance. This number is for accommodation requests only and is not intended for general employment inquiries.