Sr. Manager, B2B Field Service Operations

Samsung Electronics America; Plano (TX); On-site; USD 120,000 - 165,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life Insurance

401(k)

Employee Purchase Program

Tuition Assistance

Paid Time Off

Student Loan Program

Wellness Incentives

MBO bonus compensation

Job summary

Samsung Electronics America, Inc. in Plano, Texas is seeking a Sr. Manager of B2B Field Service Operations to oversee escalations from customers and sales for service solutions and to strengthen brand loyalty through operational excellence.

The role includes leading proactive service projects for B2B Hotels TV, managing escalations for CFA, RCLL & Inspire accounts, and guiding a team across LFD/HTV/Monitors while monitoring inventory and forecasts to ensure peak service performance.

Qualifications

• Bachelor’s Degree with 8+ years of related experience.
• Soft Skills and professionalism with internal and external stakeholders.
• Service Operations knowledge.

Responsibilities

• B2B escalations from customer and sales for service solutions oversight and operation support.
• B2B Hotels TV proactive service project management.
• CFA, RCLL & Inspire service account/relationship management.
• LFD/HTV/Monitors escalations team management.
• Operation inventory stock monitoring, forecasting and management.
• Coordination and mentorship of Control Tower agents on escalations as T1 support.
• Customer Facing Support.
• RSM support and Management.
• VOC management for sales/customers.

Skills

Soft Skills

Professionalism

Service Operations knowledge

Education

Bachelor’s Degree

Job description

Position Summary

Headquartered in Plano, Texas. Samsung Electronics America, Inc. (SEA), the U.S. Sales and Marketing subsidiary, is a leader in mobile technologies, consumer electronics, home appliances, enterprise solutions and network systems. For more than four decades, Samsung has driven innovation, economic growth and workforce opportunity across the United States—investing over $100 billion and employing more than 20,000 people nationwide. By integrating our large portfolio of products, services and AI technology, we’re creating smarter, sustainable and more connected experiences that empower people to live better. SEA is a wholly owned subsidiary of Samsung Electronics Co., Ltd. To learn more, visit Samsung.com. For the latest news, visit news.samsung.com/us.

Role and Responsibilities

The Sr. Manager, B2B Field Service Operations role oversees B2B escalations from customer and sales for service solutions requires highest attention along with operations support to improve brand image. This has direct correlation to service reason for sale our products and gain customers loyalty.

• B2B Hotels TV proactive service project management
• CFA, RCLL & Inspire service account/relationship management
• LFD/HTV/Monitors escalations team management
• Operation inventory stock monitoring, forecasting and management
• Coordinated and mentor Control Tower agents on escalations as T1 support
• Customer Facing Support
• RSM support and Management
• VOC management for sales/customers

Minimum Qualifications

• Bachelor’s Degree with 8+ years of related experience
• Soft Skills and professionalism with internal and external stakeholders
• Service Operations knowledge

Skills and Qualifications

Life @ Samsung - https://www.samsung.com/us/careers/life-at-samsung/ Benefits @ Samsung - https://www.samsung.com/us/careers/benefits/ 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 6 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.

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At Samsung

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