Regional Service Support ,Assistant Manager (2 years contract)

Samsung Electronics America; United States; Remote; USD 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a Regional Service Support Assistant Manager to enhance service processes and improve customer satisfaction across the South East Asia and Oceania region. This role involves stabilizing and developing Samsung Care programs, analyzing operational performance, and leading project initiatives. Candidates should have a strong background in project management, process improvement, and experience with tools like Tableau. Join a forward-thinking team where your contributions will drive significant improvements in service efficiency and customer experience.

Qualifications

• 4-7 years of project management or process improvement experience preferred.
• Experience in customer journey program development and project innovation.

Responsibilities

• Stabilize and enhance Samsung Care Program for CE products.
• Guide B2B process to maximize customer satisfaction.
• Support dashboard creation to increase team productivity.

Skills

Project Management

Process Improvement

Customer Journey Program Development

Operational Performance Analysis

Remote Team Leadership

SAP

Tools

Tableau

Job description

Position Summary

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.

Roles & Responsibilities

1. 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.
2. 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.
3. 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.
4. Repair Service in Retail:
   • Co-work with Retails team to setup Basic Repair Service at Samsung Experience Store.
   • Setup customer satisfaction program to monitor Retail Repair Service Performance.
5. 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.
6. 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.
7. 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

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

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