B2B Field Service Ops & Escalations Leader

Samsung Electronics America; Plano (TX); On-site; USD 120,000 - 165,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life Insurance

401(k)

Employee Purchase Program

Tuition Assistance

Paid Time Off

Student Loan Program

Wellness Incentives

MBO bonus compensation

Job summary

Samsung Electronics America, Inc. in Plano, Texas is seeking a Sr. Manager of B2B Field Service Operations to oversee escalations from customers and sales for service solutions and to strengthen brand loyalty through operational excellence.

The role includes leading proactive service projects for B2B Hotels TV, managing escalations for CFA, RCLL & Inspire accounts, and guiding a team across LFD/HTV/Monitors while monitoring inventory and forecasts to ensure peak service performance.

Qualifications

• Bachelor’s Degree with 8+ years of related experience.
• Soft Skills and professionalism with internal and external stakeholders.
• Service Operations knowledge.

Responsibilities

• B2B escalations from customer and sales for service solutions oversight and operation support.
• B2B Hotels TV proactive service project management.
• CFA, RCLL & Inspire service account/relationship management.
• LFD/HTV/Monitors escalations team management.
• Operation inventory stock monitoring, forecasting and management.
• Coordination and mentorship of Control Tower agents on escalations as T1 support.
• Customer Facing Support.
• RSM support and Management.
• VOC management for sales/customers.

Skills

Soft Skills

Professionalism

Service Operations knowledge

Education

Bachelor’s Degree

Job description

Samsung Electronics America, Inc. in Plano, Texas is seeking a Sr. Manager of B2B Field Service Operations to oversee escalations from customers and sales for service solutions and to strengthen brand loyalty through operational excellence.

The role includes leading proactive service projects for B2B Hotels TV, managing escalations for CFA, RCLL & Inspire accounts, and guiding a team across LFD/HTV/Monitors while monitoring inventory and forecasts to ensure peak service performance.