Regional Service Manager (Remote Opportunity)

Position Summary

Making the future is everyday life at Samsung. We're seeking innovators who are called to not just change the world, but build a better one. We enable the best technology hardware on the planet, but our best is always a prototype for something better and our people thrive with a driven mindset - better builds on better. We believe that innovation and growth are driven by an inclusive culture and a diverse workforce. We aim to create a global team where everyone belongs and has equal opportunities, inspiring our talent to be their true selves. Together, we are building a better tomorrow for our customers, partners and communities.

Samsung Electronics USA is a $40 billion dollar business with a vast portfolio of superior quality mobile and electronics products. The business also plays a leadership role globally for creating the best new and next-generation products and platforms. Samsung's vision is to reach and engage the consumer through revolutionary retail stores and experience centers and we are seeking a Regional Service Manager to help us exceed our vision.
Role and Responsibilities

Regional Service Manager

• Regional Service Managers (RSM) are responsible for supporting Samsung Appliance/Television Branded Engineer (BE) and Authorized Service Center (ASC) 3rd party providers.
• Ensure our servicer's providers are getting tools, training and support to deliver 'Top Level' repair service to our end user Samsung Appliance and TV In-Home Customers & Dealers
• Drive KPI performance to meet CS Center expectations
• Effectively Support, Communicate & Teach all Samsung Policies/Processes/Systems to servicers
• Protect/Promote Samsung Brand & Mitigate Cost to Samsung

Specific responsibilities include:

• Through visits, webinars, emails and phone calls RSM's should be building solid relationships with ASC's & BE's, have a comprehensive working knowledge of their accounts processes, operating issues, strategic performance landscape and existing/future business outlook.
• RSM's ensure customer service SLA's (Speed of service, Quality of repair and Customer satisfaction) are being met by the service providers.
• To promote existing and future Sales growth, RSM's assist and support Dealer partners (Lowes, Home Depot, Best Buy, Builders, Etc.) with coverage concerns, quality of service concerns and other factors that may impact sales and Samsung brand perception.
• RSM monitors Key Customer Satisfaction scores and feedback and makes sure RSM's identify root causes of any issues, implement action plans to improve overall experience for our end user customers and ensure holistic positive view of the Samsung Brand.
• RSM Ensures service partners are fully supported in all technical and procedural areas so all partners can provide our mutual customers 'best in class' In Home repair service experiences.
• RSM's, solicit feedback from service provider partners & customers that highlight opportunities to improve Samsung level of support, systems & policies and share with Samsung senior leaders regularly.
• RSM should always be looking at ways to mitigate financial exposure and reduce cost to Samsung whenever and wherever possible.

Skills and Qualifications

Background & Competencies Required:

• Bachelor's degree preferred, but not absolute
• 6+ years experience in Customer Service (NPS), and Customer Service delivery
• Competency in communication/speaking, listening, and ability to build relationships with internal partners.
• Ability to use MS Excel to manage large data
• Proficiency in MS PPT

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COVID-19 Vaccine Mandate
Samsung Electronics America requires all employees to be fully vaccinated against COVID-19, unless a medical or religious exemption, or an exemption required under state/local law, is approved. Offers of employment are contingent upon proof that a candidate is fully vaccinated or qualifies for an exemption. More details on how to apply for an exemption are provided after the application process is complete.

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