Senior CS Technical Support & Operations Leader

Bzpp; United States; On-site; USD 90,000 - 120,000; Full time

Job summary

Samsung Electronics America is seeking a Senior Professional, CS Technical Support to lead and optimize service operations across carrier repair activities and customer-facing support. The role emphasizes data-driven improvement, cross-functional collaboration, and leadership of regional teams.

The position focuses on managing repair operations, partnering with service networks, and ensuring readiness for new products and processes.

Qualifications

• Bachelor’s degree with at least eight years of related experience or Master’s with at least six years of related experience.
• Experience in repair operations, technical support, partner or vendor management, or a related service environment.
• Experience leading teams, projects, or cross-functional initiatives.
• Experience working with customers or vendors to improve performance and service quality.
• Ability to analyze operational data, identify root causes, and develop practical improvement plans.
• Strong communication, organizational, problem-solving, and project management skills.

Responsibilities

• Manage day-to-day carrier repair operations to support timely repairs, consistent execution, and service quality.
• Monitor and improve KPIs such as turnaround time, repair yield, and forecast accuracy.
• Analyze operational trends and root causes to implement improvements.
• Forecast service volumes by product, program, and season for capacity planning.
• Lead partner meetings and business reviews, track action plans, and ensure commitments are met.
• Support contract compliance, billing, and financial planning activities.
• Coordinate with cross-functional teams to resolve issues and improve service delivery.

Skills

Data analysis

Stakeholder management

Communication

Project management

Problem solving

Education

Bachelor’s degree with experience

Master’s degree with experience

Tools

MS Office (Excel/PowerPoint)

Job description

Samsung Electronics America is seeking a Senior Professional, CS Technical Support to lead and optimize service operations across carrier repair activities and customer-facing support. The role emphasizes data-driven improvement, cross-functional collaboration, and leadership of regional teams.

The position focuses on managing repair operations, partnering with service networks, and ensuring readiness for new products and processes.