Regional Service Manager

Position Summary

Headquartered in Ridgefield Park, N.J., Samsung Electronics America, Inc. (SEA) is a leader in mobile technologies, consumer electronics, home appliances and enterprise solutions. The company pushes beyond the limits of today’s technology to provide groundbreaking connected experiences across its large portfolio of products and services, including mobile devices, home appliances, home entertainment, 5G networks and digital displays. As an eleven-time winner of EPA’s ENERGY STAR® Partner of the Year Award for Sustained Excellence, SEA is dedicated to making a positive impact on the environment through its eco-conscious products, practices and operations.

People | Excellence | Change | Integrity | Co-prosperity

Role and Responsibilities

Role & Responsibilities

This position manages the overall direction of the service network to ensure 100% customer satisfaction. We seek a leader with strong problem-solving ability, excellent interpersonal skills, and a customer service focus.

Job Profile Summary

• Support to improve service operation by establishing strategies, process checking, and field auditing.
• Support to improve service operation by managing internal key performance index, service marketing investment, and working manual for field (subsidiary, etc.)
• Carry out a customer satisfaction survey and share the result with related departments to improve overall customer experience.
• Manage and optimize service network to provide exceptional customer experience by delivering timely, professional services. 
• Align and maintain key performance indicators (KPIs) and goals and monitor the service network’s performance to ensure targets are met or exceeded.
• Ensure service network complies with company’s regulations, compliance, and legal requirements.
• Lead field service network projects, including expansion and restructuring initiatives, leveraging strong analytical and strategic skills. 
• Identify areas for improvement in processes, training, and service offerings to enhance efficiency and improve customer satisfaction.
• Developing and implementing service network performance through ongoing training and communication
• Collaborating cross-functionally with key stakeholders

Skills and Qualifications

Minimum Qualifications

• Requires minimum 5 years of related experience and a Bachelor's degree, or 3 years and a Master's degree; or a PhD without experience
• Detail-oriented with a strong track record of process development and execution
• Strong problem-solving skills and an ability to motivate and inspire large teams spread over a geographically dispersed area
• A strong bias for action with a high sense of urgency to resolve customer-impacting issues
• Experience managing direct reports, multiple departments, and creating accountability across large and small teams
• Experience managing relationships with large vendors providing critical business services
• Exceptional problem-solving skills and good working capability with Excel
• Comprehensive knowledge of field service management systems such as GPSN, SAP, Service Power, and Service Bench, with the capability to utilize these platforms effectively for service operations

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At Samsung, 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.

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