[Samsung Electronics America] Regional Service Manager 채용

Samsung Electronics America; United States; Sur place; USD 90 000 - 140 000; Plein temps

Résumé du poste

Samsung Electronics America in Plano, TX seeks a Regional Service Manager to support BE and ASC providers, monitor service performance, and deliver in-depth reporting. You will drive data-driven improvements, oversee field partners, and communicate with leadership across functions.

The role requires travel up to 20% domestically and strong stakeholder management. Responsibilities include compiling reports, analyzing KPIs, and implementing corrective actions while ensuring excellent service and

Qualifications

• Bachelor's Degree or Associates Degree preferred.
• 6+ years in-Home Appliance/TV service management experience preferred.
• Experience gathering reports, KPI analyses and data analytics.
• Must be able to travel up to 20% domestically.
• Ability to identify gaps and implement improvement plans.
• Experience presenting updates to senior leadership and driving ROI.

Responsabilités

• Build and maintain regional performance reports for service centers.
• Monitor in-field performance and provide insights to branch managers.
• Develop action plans for KPI improvements with root-cause analysis.
• Ensure service partners are supported technically and procedurally.
• Coordinate field visits and escalate issues to HQ as needed.
• Participate in business reviews, road shows, and leadership meetings.

Connaissances

Data analytics

Leadership

Communication

Presentations

Strategic thinking

Problem solving

Formation

Bachelor's Degree

Associate's Degree preferred

Outils

Excel

PowerPoint

Word

Description du poste

Position Summary

This role is not eligible for immigration sponsorship Headquartered in Plano, TX, Samsung Electronics America (SEA) is a leader in mobile technologies, consumer electronics, home appliances, enterprise solutions and networks systems. Across each of these areas, our work drives innovation, economic growth and workforce opportunity in the United States. For nearly five decades, Samsung has been at the forefront of technological advancements, investing over $100 billion and creating more than 20,000 jobs nationwide. Our mission? To integrate cutting-edge products, services, and AI technology to deliver smarter, sustainable, and more connected experiences that empower people to live better. As a wholly owned subsidiary of Samsung Electronics Co., Ltd., SEA offers opportunities to work alongside global visionary thinkers and innovators who are passionate about making a difference. Explore the exciting opportunities at Samsung Electronics America and discover how you can make an impact. To learn more, visit Samsung.com. For the latest news, visit news.samsung.com/us.

Role and Responsibilities

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.

Position Objective

• 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.

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