Regional Service Support Assistant Manager

Position Summary

Role and Responsibilities

Working within the Customer Satisfaction team, the Regional Service Support Assistant Manager will be responsible for service supporting function, monitor and improve service process in order to maximize efficiency and service cost saving in South East Asia and Oceania region.

Samsung Care Program:

• Stabilize Samsung Care Program for CE products
• Enhance automated process by co-working with Subs CS, Subs D2C and HQ
• Co-work with Business Units to develop new care programs based on market responses
• Project status monitoring and update weekly
• Support Samsung Care Program for Mobile products
• Support Business Units for Care program during a new model launch
• Expand sales channels to service center including system testing / stabilization
• Monitor revenue-generated activities from service centers
• Endless Aisle expansion to all service centers
• Samsung Care Program revenue and finance posting from service centers
• Samsung Care service tracking (Mobile / CE)
• Monitor Care Plus service request and completion date
• Analysis and identify cause of delay and setup improvement plan

Repair Cost related on dotcom:

• Improve customer journey experience of repair cost inquiry
• Expand repair cost estimator on dotcom to more products / models
• Ensure all repair cost data on dotcom has been updated for every new model launches
• Quarterly review if there is any pricing change and update accordingly

B2B Service Support:

• Guide to Subs of standard B2B process in order to maximize customer satisfaction and align with company policy
• Co-work with Subs and HQ to enhance B2B process / system to maximize productivities
• Setup strategy to maintain high performance of B2B service centers

Repair Service in Retail:

• Co-work with Retail team to setup Basic Repair Service at Samsung Experience Store
• Setup customer satisfaction program to monitor Retail Repair Service Performance

Dashboard Development:

• Support team for dashboard (Tableau) creation in order to increase team productivity
• Co-work with HQ to enhance dashboard based on user requirement

ESG Support:

• Monitor service center ESG activities (paperless, Eco Box setup), and follow up on the utilization rate
• Monitor Subs scrap process (Product return, parts), follow up on E-Waste regulation with Subs (including payment), Recycling process and results
• Co-work with ESG PIC & Subs for new project development

Project Management:

• Leading or participating in ad-hoc projects related to service operation
• Follow up on task assignment, coordinate with relevant parties
• Regular update task progress and challenges or opportunities / alternative solution to management

Skills and Qualifications

Job Requirements

• Preferred Minimum 4-7 years of related to project management or process improvement experience
• Experience in customer journey program development and driving project innovation
• Solid experience in analyzing operational performance data / tableau development and communicating actionable insights to subsidiaries and management
• Experience with leading project teams located in different countries remotely is a plus.
• Experience with SAP is a plus