Service Operations Manager

Position Summary

The Regional Service Manager is responsible for supporting Regional Service Managers, Samsung Appliance/Television Branded Engineer (BE) and Authorized Service Center (ASC) providers. Offers consistent support to these Servicers ensuring end user customers’ needs are fulfilled. Responsibilities include monitoring, investigating, and providing in-depth reporting on in-field performance of all assigned products. Utilizing their account management, network management, leadership skills and industry knowledge, the manager will gather and provide feedback to branch managers and Field Leadership. The manager will assist the Lead Service Manager in various other areas as determined and assigned.

• [Build solid relationships with ASC & BE’s and have a comprehensive working knowledge of their Service Center accounts, operating issues, competitive landscape, and strategic outlook.
• The Manager will compile, edit, and gather accurate data and information to develop technical, operational and strategic reports, assuring they are legible and delivered on time.
• Manages reports showing regional performance of Samsung Service Centers and assist in maintaining Key Performance Indicators (KPIs). When needed or requested, Develops/Implements action plans for improvements, with clear root cause analysis, reporting and follow up.
• Ensures service partners are fully supported in all technical and procedural areas and that these partners are satisfied with Samsung’s service and support.
• Use targeted reporting tools and processes to prioritize actions and field on-site visits.
• Regular meetings with BE’s and Field Leadership to go over reporting relating to process improvement tasks, KPI’s improvement tasks, BE support tasks and Ad-Hoc Leadership requests.
• Creates detailed reports which include: Surveying service partners, researching databases, performing on-site visits, obtaining samples, and researching potential solutions.
• Escalates operational issues and reports pertinent data to head office management, and HQ service operations.
• Provides support at Business & Trade Shows, internal sales meetings, and external road shows when required.
• Assist and engages in professional feedback, development plans and corrective actions.

• Performs other duties as directed by RSM Lead and/or Head Office leadership.

Role and Responsibilities

Minimum Qualifications:

• Bachelor's Degree or Associates Degree preferred

• 6+ Years of In-Home Appliance and/or Television service or other In-Home Consumer Electronics industry related management experience preferred

• Experience gathering reports, KPI’s and providing data analytics around the performance of our service partners.

• Must be able to travel up to 20% domestically.

• Experience and ability to identify gaps in procedures, policies and/or processes and create/manage improvement plans

• Experience and must be comfortable presenting regular updates to senior Leadership on status of business and/or projects

• Experience & analytical capabilities to understand operational impact to customers, business, P&L and speak to and demonstrate proposed plan ROI

• Direct Report and Independent Contractor Management Experience preferred

Skills and Qualifications

Preferred Qualifications:

• Thinking in a disciplined, strategic, analytical, and logical manner

• Advanced Microsoft Excel, Power Point, & Word skills required

• Ability to analyze large data sets to arrive at actionable conclusions

• Adapting the leadership style most appropriate for each solution

• Ability to communicate with both internal and external customers

• Ability to both take strategic direction and deliver direction to team for action

#[LI WRAPPERS]

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 12 months), Paid Time Off, Student Loan Program (after 12 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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