Manager Ⅰ, Regional Service

About the role

The Regional Service Manager is responsible for supporting Regional Service Managers, Samsung Appliance/Television Branded Engineer (BE) and Authorized Service Center (ASC) providers. Offers consistent support to these Servicers ensuring end user customers’ needs are fulfilled.

Responsibilities

• Monitoring, investigating, and providing in-depth reporting on in-field performance of all assigned products
• Gathering and providing feedback to branch managers and Field Leadership
• Assisting the Lead Service Manager in various other areas as determined and assigned
• Building solid relationships with ASC & BE’s and having a comprehensive working knowledge of their Service Center accounts, operating issues, competitive landscape, and strategic outlook
• Compiling, editing, and gathering accurate data and information to develop technical, operational and strategic reports
• Managing reports showing regional performance of Samsung Service Centers and assisting in maintaining Key Performance Indicators (KPIs)
• Developing/Implementing action plans for improvements, with clear root cause analysis, reporting and follow up
• Ensuring service partners are fully supported in all technical and procedural areas and that these partners are satisfied with Samsung’s service and support
• Using targeted reporting tools and processes to prioritize actions and field on-site visits
• Regular meetings with BE’s and Field Leadership to go over reporting relating to process improvement tasks, KPI’s improvement tasks, BE support tasks and Ad-Hoc Leadership requests
• Creating detailed reports which include: Surveying service partners, researching databases, performing on-site visits, obtaining samples, and researching potential solutions
• Escalating operational issues and reporting pertinent data to head office management, and HQ service operations
• Providing support at Business & Trade Shows, internal sales meetings, and external road shows when required
• Assisting and engaging in professional feedback, development plans and corrective actions

Requirements

• Bachelor's Degree or Associates Degree preferred
• 6+ Years of In-Home Appliance and/or Television service or other In-Home Consumer Electronics industry related management experience preferred
• Experience gathering reports, KPI’s and providing data analytics around the performance of our service partners
• Must be able to travel up to 20% domestically
• Experience and ability to identify gaps in procedures, policies and/or processes and create/manage improvement plans
• Experience and must be comfortable presenting regular updates to senior Leadership on status of business and/or projects
• Experience & analytical capabilities to understand operational impact to customers, business, P&L and speak to and demonstrate proposed plan ROI
• Direct Report and Independent Contractor Management Experience preferred

Skills

• Thinking in a disciplined, strategic, analytical, and logical manner
• Advanced Microsoft Excel, Power Point, & Word skills required
• Ability to analyze large data sets to arrive at actionable conclusions
• Adapting the leadership style most appropriate for each solution
• Ability to communicate with both internal and external customers
• Ability to both take strategic direction and deliver direction to team for action

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 12 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.