Director, Repair Partner Management

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. From our humble beginnings to our position today as a tech leader, our passion for innovation has been the common thread throughout our history. We’ve grown into one of THE most recognized global brands. We consider ourselves “relentless pioneers” that push boundaries and defy barriers. 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 EPA’s ENERGY STAR® Corporate Commitment Partner, 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

• Accountable for overall partner relationship, repair operations, parts operations, strategy implementation, vendor, employee and budget management.
   
• Manage overall MX Repair partner programs, strategy, day to day ops, results & oversight.
   
• Responsible for all internal & external team communications, process improvements & project management.
   
• Achieve service/repair, customer KPI goals & Revenue Budgets

• Must work in partnership with Service Partner, Marketing & Retail Ops team, Training, Supply Chain.  As well as Care leadership for direction.

• Identifies current and future customer requirements by establishing rapport with potential partners to support our customer base.

• Cross-functional across multiple departments to drive Samsung technical knowledge & training initiatives across all CSD stakeholders.

• Conducts pro-active analysis to improve service KPIs, business processes & cost-influencing factors.

• Manage vendor relation with Outsourced & employees working on-site within partnerships.

• Resolve all customer escalations related to customer service, product quality & repair process.

• Maintains operations by initiating, coordinating, and enforcing program, operational, and personnel policies and procedures

• Project Management of all service-related improvements & special divisional projects

• Must have ability to adapt to ever changing Customer Care landscape.

• Contract analysis & enforcement of partnerships.

• Improvement & Business Reviews – Workshops to improve scope & partnerships.

• All email answered within 1 business day

• Reports/projects are complete on time, are accurate, and distributed properly

• Achieve first-time resolution with all customers

• Daily task follow-up, project management & ensure timely completion of all pending tasks by all task owners.

• 20% travel requirement throughout the US for location visits, training, meetings, etc.

• Project Management & weekly re-cap reporting

• Ability to manage a business rhythm and maintain a weekly schedule which enables flexibility & partner touchpoints

• Facilitate vendor meetings & quarterly business reviews

Minimum Qualifications

• B.S. degree in a technology or business-related field preferred.

• 12 years of experience in partner management, store operations, P&L management, and retail strategy.

• Advanced in Microsoft Office Suite (PowerPoint, Excel and Access) and have excellent database management skills.

• Experienced in project management, problem solving skills & excellent follow-up.

• Excellent organizational and communication skills both written or verbal (heavy data reporting of results)

• Good presentations skills in front of all size groups, vendors and servicers.

Life @ Samsung - https://www.samsung.com/us/careers/life-at-samsung/

Benefits @ Samsung -