Field Service Operations Director

Samsung Electronics America; Plano (TX); On-site; USD 140,000 - 190,000; Full time

Benefits offered by this job

Life at Samsung

Benefits at Samsung

Job summary

Samsung Electronics America is seeking a senior Field Service Operations leader to oversee day-to-day in-home service networks, drive key metrics, and ensure high service quality. The role requires strong cross-functional collaboration with customer care, logistics, product support, and engineering across the US.

You will guide regional teams, manage partner performance, and implement programs to improve repair outcomes and service delivery in a fast-paced environment.

Qualifications

• Bachelor’s Degree and minimum 12 years of related experience.
• Proven ability to lead multi-layered teams and develop leadership across regional structures.
• Experience managing partner or vendor networks and driving accountability for performance.
• Track record of improving service metrics like cycle time, efficiency, and customer experience.
• Strong analytical skills with ability to translate data into actionable improvements.

Responsibilities

• Lead day-to-day field service operations across the in-home service network, ensuring consistent execution and service quality.
• Drive improvements in KPIs including First Time Fix, NPS, and repair cycle time.
• Oversee performance and governance of service partners with accountability for standards.
• Lead regional teams and drive partner performance, readiness, and customer experience.
• Partner with cross-functional teams to resolve operational challenges and improve end-to-end service.

Skills

Operational leadership

Strategic thinking

Cross-functional leadership

Executive communication

Analytical problem solving

Stakeholder management

Education

Bachelor’s Degree

Job description

Samsung Electronics America is seeking a senior Field Service Operations leader to oversee day-to-day in-home service networks, drive key metrics, and ensure high service quality. The role requires strong cross-functional collaboration with customer care, logistics, product support, and engineering across the US.

You will guide regional teams, manage partner performance, and implement programs to improve repair outcomes and service delivery in a fast-paced environment.