Senior Manager of West Regional Mobile Service

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.

Role and Responsibilities

Location:

Plano, TX, New York, and New Jersey office location options available (hybrid schedule required)

Role & Responsibilities:
• Leadership Role: Must be able to have leadership qualities to coordinate a team of field managers and operators to support and improve Mobile Direct to Consumer operations• Operational Execution: Execute on main field task and projects to ensure proper delivery to Authorized Service Centers to deliver expected results• Collaboration: Co-work with peers in existing field leadership and cross-functional members to ideate new field operations projects and make progress in current on-going projects. Leverage the workings of many in the team to increase effectives and impact to field operations
• Assure all monthly/weekly reports are provided by the due date requested• Partner visits: minimum 1 per month or (1 scheduled training seminar and 1 visit)• Drive servicer performance through KPI management• Coordinate and manage repair projects and process improvements• Helping partner and service escalations (quality issues, exchange and repair delay, etc.)• Service Warehouse Inventory Verification and Audits• Pre-sales coordination and service plan development• Parts Center Management (helping with forecast)• Manages assigned territory, assisting Samsung's Service Business Partners to achieve satisfactory performance• Ensures partners are fully supported in all technical and procedural areas and that partners are satisfied with Samsung's service and support• Schedules regular meetings with service partners to gather and disseminate information
This includes:• Ensures compliance with Samsung's policies and procedures• Ensures familiarity with latest technical information, bulletins, and service programs• Assess partner's strengths, weaknesses and additional support needs• Gathers field machine performance data and fault samples• Partner development and personnel relationship building• Observing the business and service practices of the service partners and making recommendations to improve their efficiency and productivity• Monitoring their Performance Management matrix• Reviews their assigned dealer A/R to minimize potential part ordering issues

Skills and Qualifications

Background & Competencies Required:• Bachelor's Degree required in appropriate technical subject or equivalent certification and/or business experience plus 12+ years industry experience• A+ or CET certification is preferred• Network administration certifications preferred Necessary Skills and attributes:• Demonstrated ability to interact at all levels within customer's organizations. The ability to negotiate with and convince others, in a potentially adversarial environment, including customer leadership, directors and managers with opposing views to accept/approve plans, technical and project recommendations.• The ability to plan, organize and prioritize multiple strategic programs and simultaneous performance objectives• The ability to write, read, interpret, explain and act based on a thorough understanding of technical documents, engineering materials and contracts or related documents• Ability to make professional sales and business presentations in writing, through email, reports, or orally, including complex business and technical matters to an audience of high technical skills, management and operational experience.• Ability to support a cross-functional Samsung team to achieve customer contracted objectives and specific team goals within established time frames and requirements• Assist in and if needed direct the Samsung team in lab and field trials related to introduction of products sold to the customer• Ability to travel domestically up to 40%

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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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