Samsung Senior Manager Home Electronics & Digital Appliances Service Operations 

Canada, Ontario, Mississauga 

713389651

Our Perks:
• Fantastic employee discount on all Samsung products
• Competitive Salary and Performance based incentive plan for all levels
• Employer paid Medical and Dental coverage from day one
• Group RRSP plan that helps you save for the future
• Free on-site gym to get your sweat on
• Subsidized Cafeteria; including free Starbucks coffee/latte machine
• 4-day in-office work schedule Monday through Thursday – with Friday remaining a flex day to work remotely
• Tuition Reimbursement to keep you learning/Access of Samsung U for 24/7 online learning
• Employee Referral program- we want great talent like you!
• Virtual Pet Care-to ensure the well-being and health of your beloved furry companions!
• Additional Well Being Days for better work life-balance!

Role and Responsibilities

• Manage of direct and indirect customers and service partners.
• Manage and oversee a national service network operation to meet market needs and requirements of the organization, organization leadership, and retail partners, creating a service network that consistently delivers best in class service journey experience and providing convenience and easy access for customers requiring service support. Assist in developing, enhancing and building on programs that differentiate the Samsung service experience from its’ competitors.
• Ensure customer/retailer service-related metrics are achieved to meet and comply with carrier SLA’s about Dead on Arrival, unit repair, unit exchange, Extended Warranty, support and Repair Turn-Around-Time through daily, weekly, monthly and quarterly business reviews.
• Manage the Home Electronics and Digital Appliances field service team operation to ensure service network compliance to service policy and process though daily/weekly/monthly service performance review and yearly audits to measure compliance of service partners. Action corrective action for audit non-compliance (improve plan, termination, etc.).
• Oversee and provide guidance and direction to the Home Electronics and Digital Appliances service operation team on managing a national service network of 200+ locations. Gathers information, analyzes and develops strategies to address changes in customer trends, new affiliations, current market conditions and targets of opportunities for new growth, customers' changing requirements, competitor strengths and weaknesses, and continually communicates these strategies internally.
• Provide support, content and training to develop content for call center operation, including SECA call center partners and carrier call center operation.
• Manage and ensure that all product critical matters are investigated, route cause analyzed and communicated to appropriate teams for resolution. Manages and ensures that all product critical matters are investigated, route cause analyzed and communicated to appropriate teams for resolution.
• Manage daily service network activity to ensure both internal and customer external KPIs are in compliance and achieved.
• Oversee the compilation of data and generation of internal and external weekly/monthly report reviewing product performance internal and external SLA’s, route cause analysis and resolution action and improvement plans.
• Assist in managing as required all product liability, legal and public relations Consumer Electronics claims.
• Provide support and assist SECA service parts operation in managing service parts planning and forecast to support New Product Introduction (NPI).
• Recruit, coach, and manage staff performance, by providing appropriate feedback and assisting with staff development and/or improvement plans. Provide the necessary resources and tools for staff to perform their duties, and help foster a culture of openness, innovation, and support within the work environment.
• Ensure all direct reports successfully complete all required corporate and departmental training.
• Compile and report KPIs as required.
• Liaise with internal customers to understand needs and resolve problems in a timely manner.
• Responsible for operation of all Home Electronics and Digital Appliances authorized service centres including quality and customer service on a national scale.
• Manage the Samsung and Dacor service delivery brand reputation.
• Define, launch and expand upon the Samsung Managed service network (Branded Engineer).
• Strategic planning and product quality monitoring to ensure best in class service.
• Deal with the day to day higher level issues that need to be resolved for the authorized service centres (ASC's) and Retailers like TRAIL, LEONS, HOME DEPOT and TGS just to name a few.
• Ensure that the Service Network is optimized for full Digital Appliances (DA) coverage across the country. Supervise the DA field support techs. Develop and carry out training programs. Liaison with DA sales to strategically develop future service models.
• Develop programs and processes that will ensure DA Service calls are consistently handled more effectively and the overall quality of the repairs are increased to industry benchmark levels.
• Dispatch and monitor out of warranty repairs through the Branded Engineer program
• Ensure all DA reports are completed on a daily, weekly and monthly basis.
• Ensure that all DA Service Key Performance Indicators (KPI's) are met as mandated by HQ.
• Reduce the overall DA service expenses while simultaneously improving repair quality and customer service.
• Monitor Network status to ensure coverage remains at 99% by recruiting new ASC / technicians.
• Exchange and refund analysis to optimize technicians performance thereby reducing exchanges.
• Access to new product information and products for use as samples for training and with assisting the ASC’s.
• Manage quality issues when resolutions are not in place.
• Deal with difficult and demanding consumers and retail partners.
• Able to achieve difficult KPI’s by gaining the consistent support and cooperation of the 3rd party service network.
• Access detailed “repair type” information, by product and inquiry. Useful to action issues that will reduce the number of service calls and increase customer satisfaction.

Education:

• A bachelor's degree in Electronics Engineering or a related field. Experience through internships or mid-level roles in the electronics industry and or home appliance industry, along with certifications specific to network management, consumer electronics and or home appliances, is also crucial.

Knowledge:

• Proven work experience as Operations Manager or a similar role.
• Knowledge of organizational effectiveness and operations management.
• Experience in budgeting and forecasting.
• Familiarity with business and financial principles.
• Excellent communication skills.
• Leadership ability.
• Outstanding organizational skills.
• Skilled in Operations Management, or a related field.
• Strong organizational and analytical skills.
• Excellent leadership and team management abilities.
• Knowledge of operational processes, logistics, and quality control.
• Above average customer service skills.
• Good negotiating skills.
• Technically inclined.
• Motivated with excellent time management skills.
• Above average supervisory skills.

Experience:

• 7 -10 years experience as technical trainer, assistant service manager, or service manager or a combination preferred.
• 3-5 years of technical support experience with Home Appliances and Home Electronics products preferred.