Assistant Manager Field Operations

Purpose of the job:

The successful applicant will be responsible for Field Service Support in UAE.

Key Objectives:

1. Manage ASCs, their service KPI
2. Monitor, take measures to improve customer satisfaction
3. Understand, monitor ASC P&L
4. Service network expansion
5. System support (COSMOS/ GSPN/ XML)
6. Auditing/ claim Validation

Position Responsibilities:

1. Ensure all types of service support/ KPI monitoring.
2. Service Network expansion.
3. Make sure ASC follows Samsung processes/procedures
4. ASC performance analysis/ Auditing
5. Competitors benchmarking
6. VOC handling/ happy calls resolution/ validation

Qualifications:

1. At least 5+ years of experience in Customer service/ Technical Support/ Operations with a reputed Consumer Electronics company
2. Graduate Engineer/ Diploma in Electronics/ Electrical/ Telecommunication
3. Ability to perform and work under different conditions and a team player.
4. Existing experience in GCC.
5. Good networking with the local industry
6. Demonstrated ability to manage multiple partners
7. Self-starter being able to work under minimum supervision

About The Company:
Samsung Electronics Co., Ltd. is a global leader in semiconductor, telecommunication, digital media and digital convergence technologies with 2009 consolidated sales of US$116.8 billion. Employing approximately 188,000 people in 185 offices across 65 countries, the company consists of eight independently operated business units: Visual Display, Mobile Communications, Telecommunication Systems, Digital Appliances, IT Solutions, Digital Imaging, Semiconductor and LCD. Recognized as one of the fastest growing global brands, Samsung Electronics is a leading producer of digital TVs, memory chips, mobile phones and TFT-LCDs.