B2B Service Account Manager
Position Summary
This role is not eligible for immigration sponsorshipSamsung Electronics America, Inc. (SEA), the U.S. Sales and Marketing subsidiary, is a leader in mobile technologies, consumer electronics, home appliances, enterprise solutions and networks systems. For more than four decades, Samsung has driven innovation, economic growth and workforce opportunity across the United States-investing over $100 billion and employing more than 20,000 people nationwide. By integrating our large portfolio of products, services and AI technology, we’re creating smarter, sustainable and more connected experiences that empower people to live better. SEA is a wholly owned subsidiary of Samsung Electronics Co., Ltd.
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Role and Responsibilities
Essential Duties and Responsibilities:
- Provide on-site brand ambassador role as a representative of Samsung B2B Care
- Receiving and providing solutions for site escalations, and navigate to internal team and relevant department to close the escalations
- Regional customer relationship management
- Joint collaboration with service account manager and sales team to represent Samsung for existing business review as well as supporting new Business Opportunity (BO)
- Provide on-site, engineering level support for Samsung visual display products and services
- Provide training, performance evaluations, reporting and real-time technical support for Samsung service teams and service partners
- Support the development, proof of concept, implementation and long-term operations of new and existing Samsung professional services
- Communicate and coordinate with customers and internal Samsung teams to investigate and resolve potential quality concerns
- Develop, coordinate and manage small to medium sized service related projects
- Develop and present engineering level documentation related to various support activities
- Represent Samsung Customer Service in a professional manner
- Travel by ground and/or air to work in diverse work environments throughout the U.S.
- Be prepared to travel with short notice, with a maximum of 80% travel possible
- Periodically provide after hours and/or weekend support to accommodate customer schedules
- Maintain a functional home office to support a professional and effective work environment
- Perform all duties and responsibilities while traveling and working outside of the home office
- Physically carry products, parts, tools and ladders to and from the vehicle and the work site
- Work at heights, safely utilizing Ladders, lifts, and booms, when required
- Lift, carry and maneuver objects up to 65 pounds without assistance
Skills and Qualifications
Degree/Background/Experience Required:
- Bachelor’s Degree (or equivalent experience) in Electronics Engineering Technology, Computer Engineering Technology, Business management, Hospitality, or similar Customer service
- Six (6) years of customer service experience supporting Audio / Visual products and systems
- Experience with installation, operation and support of digital signage products and complex audio visual presentation and automated control systems is a plus
- Strong preference with customer escalation support, customer facing role with customer centric mindset and strong soft skill
- Prefer experience with installing and supporting Samsung indoor and outdoor digital signage products, including Direct View LED, LFD, MagicInfo, Hospitality TV and PC monitors
- Current OSHA 30 job-site safety training certification a plus
- Proficient with computers, networking, operating system and various Microsoft Office products
- Familiar with a wide range of hardware and software troubleshooting technologies and tools
- Read and interpret electronic schematics and architectural blue prints
- Must be self-motivated, organized and able to work without direct supervision
- Demonstrates clear and effective written and verbal communication skills
- Demonstrates professionalism when interacting with customers, employees and colleagues
- Demonstrates leadership and teamwork skills
- Demonstrates effective technical training skills
- Possess a valid driver’s license and is a safe driver
Life @ Samsung - https://www.samsung.com/us/careers/life-at-samsung/
Benefits @ Samsung - https://www.samsung.com/us/careers/benefits/
Regular full-time employees (salaried or hourly) have access to benefits including: Medical, Dental, Vision, Life Insurance, 401(k), Employee Purchase Program, Tuition Assistance (after 6 months), Paid Time Off, Student Loan Program (after 6 months), Wellness Incentives, and many more. In addition, regular full-time employees (salaried or hourly) are eligible for MBO bonus compensation, based on company, division, and individual performance.
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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 [email protected] for assistance. This number is for accommodation requests only and is not intended for general employment inquiries.