Service Operations Manager

Samsung Electronics Perú; Plano, Northern (TX, KY); On-site; USD 90,000 - 140,000; Full time

Benefits offered by this job

Medical, Dental, Vision

401(k)

Employee Purchase Program

Tuition Assistance

Paid Time Off

Wellness Incentives

MBO bonus

Job summary

Samsung Electronics is seeking a Regional Service Manager in Plano, TX, to support regional service managers, BEs and ASC providers. You will develop reports, monitor KPIs, and drive improvements across service partners while coordinating with field leadership.

The role requires data analytics, executive communication, and deep knowledge of service operations; travel up to 20% is expected, and you will engage in on-site visits and field leadership meetings.

Qualifications

• Bachelor's degree or Associate degree preferred.
• 6+ years in-home appliance/TV service or related management experience preferred.
• Experience gathering reports, KPI’s and data analytics on service partners.
• Willingness to travel up to 20% domestically.
• Identify gaps in procedures and create improvement plans.
• Comfortable presenting updates to senior leadership on status of business/projects.
• Analytical capabilities to understand operational impact to customers, business, P&L and ROI.
• Direct report and independent contractor management experience preferred.

Responsibilities

• Build solid relationships with ASC & BE service centers and maintain knowledge of their accounts.
• Compile, edit, and deliver technical, operational and strategic reports on time.
• Develop reports showing regional performance and monitor KPIs.
• Provide support to service partners in technical and procedural areas.
• Lead or participate in on-site visits and field leadership meetings.
• Escalate issues and report data to head office management as needed.
• Assist with participation in trade shows, internal and external meetings.
• Support coaching and corrective actions as directed by leadership.

Skills

Data analytics

KPI reporting

Process improvement

Executive communication

ROI analysis

People management

Education

Bachelor's or Associate degree

Tools

Microsoft Excel

PowerPoint

Word

Job description

## Manager I, Regional ServiceApplyremote type: On-sitelocations: 6625 Excellence Way, Plano, TX, USAposted on: Posted Yesterdaytime left to apply: End Date: September 21, 2026 (30+ days left to apply)job requisition id: R119247**Position Summary**The Regional Service Manager is responsible for supporting Regional Service Managers, Samsung Appliance/Television Branded Engineer (BE) and Authorized Service Center (ASC) providers. Offers consistent support to these Servicers ensuring end user customers’ needs are fulfilled. Responsibilities include monitoring, investigating, and providing in-depth reporting on in-field performance of all assigned products. Utilizing their account management, network management, leadership skills and industry knowledge, the manager will gather and provide feedback to branch managers and Field Leadership. The manager will assist the Lead Service Manager in various other areas as determined and assigned. • [Build solid relationships with ASC & BE’s and have a comprehensive working knowledge of their Service Center accounts, operating issues, competitive landscape, and strategic outlook. • The Manager will compile, edit, and gather accurate data and information to develop technical, operational and strategic reports, assuring they are legible and delivered on time. • Manages reports showing regional performance of Samsung Service Centers and assist in maintaining Key Performance Indicators (KPIs). When needed or requested, Develops/Implements action plans for improvements, with clear root cause analysis, reporting and follow up. • Ensures service partners are fully supported in all technical and procedural areas and that these partners are satisfied with Samsung’s service and support. • Use targeted reporting tools and processes to prioritize actions and field on-site visits. • Regular meetings with BE’s and Field Leadership to go over reporting relating to process improvement tasks, KPI’s improvement tasks, BE support tasks and Ad-Hoc Leadership requests. • Creates detailed reports which include: Surveying service partners, researching databases, performing on-site visits, obtaining samples, and researching potential solutions. • Escalates operational issues and reports pertinent data to head office management, and HQ service operations. • Provides support at Business & Trade Shows, internal sales meetings, and external road shows when required. • Assist and engages in professional feedback, development plans and corrective actions. • Performs other duties as directed by RSM Lead and/or Head Office leadership.**Role and Responsibilities****Minimum Qualifications:*** Bachelor's Degree or Associates Degree preferred* 6+ Years of In-Home Appliance and/or Television service or other In-Home Consumer Electronics industry related management experience preferred* Experience gathering reports, KPI’s and providing data analytics around the performance of our service partners.* Must be able to travel up to 20% domestically.* Experience and ability to identify gaps in procedures, policies and/or processes and create/manage improvement plans* Experience and must be comfortable presenting regular updates to senior Leadership on status of business and/or projects* Experience & analytical capabilities to understand operational impact to customers, business, P&L and speak to and demonstrate proposed plan ROI* Direct Report and Independent Contractor Management Experience preferred**Skills and Qualifications****Preferred Qualifications:*** Thinking in a disciplined, strategic, analytical, and logical manner* Advanced Microsoft Excel, Power Point, & Word skills required* Ability to analyze large data sets to arrive at actionable conclusions* Adapting the leadership style most appropriate for each solution* Ability to communicate with both internal and external customers* Ability to both take strategic direction and deliver direction to team for action#[LI WRAPPERS]Regular full-time employees (salaried or hourly) have access to benefits including: Medical, Dental, Vision, Life Insurance, 401(k), Employee Purchase Program, Tuition Assistance (after 12 months), Paid Time Off, Student Loan Program (after 12 months), Wellness Incentives, and many more. In addition, regular full-time employees (salaried or hourly) are eligible for MBO bonus compensation, based on company, division, and individual performance.