Service Operations Manager

Position Summary

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 include monitoring, investigating, and providing in-depth reporting on in-field performance of all assigned products. Utilizing their account management, network management, leadership skills and industry knowledge, the manager will gather and provide feedback to branch managers and Field Leadership. The manager will assist the Lead Service Manager in various other areas as determined and assigned. Build solid relationships with ASC & BE’s and have a comprehensive working knowledge of their Service Center accounts, operating issues, competitive landscape, and strategic outlook. The Manager will compile, edit, and gather accurate data and information to develop technical, operational and strategic reports, assuring they are legible and delivered on time. Manages reports showing regional performance of Samsung Service Centers and assist in maintaining Key Performance Indicators (KPIs). When needed or requested, Develops/Implements action plans for improvements, with clear root cause analysis, reporting and follow up. Ensures service partners are fully supported in all technical and procedural areas and that these partners are satisfied with Samsung’s service and support. Use 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. Creates detailed reports which include: Surveying service partners, researching databases, performing on-site visits, obtaining samples, and researching potential solutions. Escalates operational issues and reports pertinent data to head office management, and HQ service operations. Provides support at Business & Trade Shows, internal sales meetings, and external road shows when required. Assist and engages in professional feedback, development plans and corrective actions. Performs other duties as directed by RSM Lead and/or Head Office leadership.

Responsibilities

• Monitor, investigate, and provide in-depth reporting on in-field performance of assigned products.
• Gather and provide feedback to branch managers and Field Leadership using account management, network management, leadership skills, and industry knowledge.
• Assist the Lead Service Manager in various other areas as determined and assigned.
• Build solid relationships with ASC & BE’s and maintain comprehensive working knowledge of their Service Center accounts, operating issues, competitive landscape, and strategic outlook.
• Compile, edit, and gather accurate data to develop technical, operational, and strategic reports; ensure reports are legible and delivered on time.
• Manage reports showing regional performance of Samsung Service Centers and assist in maintaining Key Performance Indicators (KPIs).
• Develop and implement action plans for improvements, including clear root cause analysis, reporting, and follow‑up.
• Ensure service partners are fully supported in all technical and procedural areas and are satisfied with Samsung’s service and support.
• Use targeted reporting tools and processes to prioritize actions and conduct field on‑site visits.
• Hold regular meetings with BE’s and Field Leadership to review reporting on process improvement, KPI improvement, BE support, and Ad‑Hoc Leadership requests.
• Create detailed reports that include surveying service partners, researching databases, performing on‑site visits, obtaining samples, and researching potential solutions.
• Escalate operational issues and report pertinent data to head office management and HQ service operations.
• Provide support at Business & Trade Shows, internal sales meetings, and external road shows when required.
• Assist and engage in professional feedback, development plans, and corrective actions.
• Perform other duties as directed by the RSM Lead and/or Head Office leadership.

Minimum Qualifications

• Bachelor's Degree or Associates Degree preferred.
• 6+ Years of In‑Home Appliance and/or Television service or other In‑Home Consumer