Head of Service Network & Technical Support 100% (Maternity leave)

SAMSUNG; Zürich; Vor Ort; CHF 100’000 - 130’000; Vollzeit

Zusammenfassung

A leading global technology company is seeking a Lead Manager for their Service Network & Technical Support team in Switzerland. This role involves managing customer service strategies, overseeing service partners, and leading a team towards achieving operational excellence while enhancing customer satisfaction.

Leistungen

Challenging tasks and responsibilities from day one

Professional environment with corporate benefits

Salary package according to qualifications and experience

Qualifikationen

• Several years of leadership experience in a comparable position.
• Familiar with Customer Care tools and fast-moving industry.
• Excellent written and spoken German and English skills.

Aufgaben

• Manage the strategic Service Network in Switzerland.
• Develop yearly strategies for the Customer Service Team.
• Oversee performance management within the Service Network & Technical Support Team.

Kenntnisse

Leadership

Project Management

Customer Focus

Analytical Thinking

Problem-Solving

MS Office

Communication

Ausbildung

Bachelor's or Master's Degree in Business Administration

Jobbeschreibung

Samsung Electronics is a global technology leader, opening new opportunities for people around the world. The foundation of our success is our people, whose talent, creativity, and passion stand out. We strive for excellence and are looking for top talent to join us on this journey.

We are seeking a dynamic individual to lead the Service Network & Technical Support team and ensure that our customers are satisfied with our services, which will ultimately enhance the Samsung brand and sales. As the Lead Manager, you will have the opportunity to develop and guide a team of experts to implement the organization's objectives and strategies effectively, consistently, and in accordance with established guidelines. Your leadership will be instrumental in driving success and achieving our goals. If you are a proven leader who can inspire and motivate a team, we encourage you to apply and become a part of our winning team.

Role and Responsibilities

• manage the strategic Service Network in Switzerland
• develop yearly and short / mid-term strategies for the Customer Service Team
• propose innovative services and customer journeys, including Customer Retention and Upselling Programs
• continuously improve the repair and repair-related processes in CH for all product groups sold / available in CH (B2C, B2B)
• manage the Authorized Service Partners in CH in accordance with KPI targets
• control Customer Service CH costs and any cost-related KPIs
• manage the contracts with all Authorized Service Partners in CH, including yearly renewals and appendices
• oversee performance management and people development within the Service Network & Technical Support CH Team
• ensure operational excellence within the Service Network & Technical Support CH Team

Skills and Qualifications

• have a Bachelor's or Master's Degree in Business Administration
• already have several years of leadership experience in a comparable position
• have experience in the field of Customer (Focus) Groups and are used to a fast-moving industry with state-of-the-art Customer Care tools
• have the ability to successfully drive projects with virtual teams and are prepared to travel
• have very good MS Office skills
• have excellent written and spoken German and English skills
• exhibit a high level of emotional intelligence and work well with team members, external stakeholders, and customers
• deliver clear and concise presentations to people at all levels, with accurate information
• bring flexibility, creativity, strong analytical and problem-solving skills, entrepreneurial thinking, and analytical thinking to the table

What we offer you

We offer you challenging tasks and responsibilities from day one, a professional environment with all the benefits of a major international corporation, and a salary package according to your qualifications and experience.