Strategic Field Service Operations Leader

Samsung Electronics America; Plano (TX); On-site; USD 140,000 - 190,000; Full time

Job summary

Samsung Electronics America, Inc. is seeking a senior leader to oversee field service operations across the in-home service network. The role drives improvements in FTF, NPS, TAT, and overall service efficiency while managing partners and the FSS call center.

You will lead cross-functional teams, forecast requirements, and deliver strategic initiatives to enhance customer experience. Ideal candidates bring extensive experience in field service leadership, strong analytics, executive

Qualifications

• Bachelor’s Degree and Minimum 12 years of related experience.
• Cross-Functional leader and collaborator.
• Deep understanding of FS Operations Ticket Process, Service Coverage Logic, Network Management, and ASC Recruiting.
• Employee Management.
• Creative thinker and strong communicator; engage with network partners and KPI improvements.

Responsibilities

• Lead day-to-day field service operations across the in-home service network, ensuring consistent execution, operational discipline, and service quality.
• Drive improvements in key operational metrics including First Time Fix (FTF), Long Term Pending (LTP), NPS, TAT, appointment adherence, and overall service efficiency.
• Monitor operational performance trends and identify root causes of service issues, implementing corrective actions to improve repair outcomes and operational stability.
• Oversee the performance and governance of service partners, ensuring accountability to operational expectations, service quality standards, and customer experience objectives.
• Lead the RSM team – Drive regional partner performance, readiness, and customer experience; monitor KPIs and report progress to HQ SQA.
• Direct management of the FSS call center handling 400+ ASC accounts, closing tickets, updating statuses, and coordinating parts coverage.
• Build relationships with service partners and drive performance improvements, capability development, and governance across the network.
• Prepare and present operational insights and improvement plans to senior leadership (VP/SVP).

Skills

Operational leadership

Cross-functional leadership

Analytics

Executive communication

Education

Bachelor's Degree, 12+ years experience

Job description

Samsung Electronics America, Inc. is seeking a senior leader to oversee field service operations across the in-home service network. The role drives improvements in FTF, NPS, TAT, and overall service efficiency while managing partners and the FSS call center.

You will lead cross-functional teams, forecast requirements, and deliver strategic initiatives to enhance customer experience. Ideal candidates bring extensive experience in field service leadership, strong analytics, executive