Senior Manager of Retail Systems & Support

Position Summary

For decades, Samsung has been leading the charge on innovation. We see beauty in achieving excellence and our passion for change fuels our discoveries, inventions, and breakthrough technology. We believe that technology can, and should, make the world a better place, so we create new possibilities for people everywhere, push the limits of what’s possible, and constantly innovate.

At Samsung Electronics America, we take pride in the creativity and diversity of our talented people – they are at the forefront of everything we do. Their skillset and mindset drive our continued success. Only the resilient and resourceful thrive in the daily dose of unexpected at Samsung. We unapologetically push to achieve unforeseen potential in everything we do, both within the workplace and at home. We fearlessly face challenges head-on, conquer the unconquerable, and are comfortable living in the uncomfortable zone. Together we make the impossible possible. Because at Samsung, we Own the Unknown.

Are you ready to #OwnTheUnknown? Join us.

If you have ambitions to be a part of a Best in Class organization, Samsung’s Retail Experience Team is the place to be. The role of the team is to surround consumers with innovative Digital Experiences that truly "Enhance" their retail experience. It is an exciting time with Samsung and the Retail Experience Team is positioned to continue its growth. The dynamic culture at Samsung offers both great challenge and great reward. If you want to work among the very best talent in the industry, working on the most innovative products in the world, Samsung is the place to be.

Role and Responsibilities

Samsung Retail is seeking a Sr. Manager of Retail Technology & Systems. The candidate will be responsible for management of systems and hardware across Samsung’s operated retail stores & retail partner locations for both internal & external systems + digital displays.  This will include hardware specification and integration strategies, evaluate emerging technologies and how they can benefit our efforts, integrate software systems into the physical retail environment and broader retail organization, content deployment strategies and implementation of technology where it is an integral part of the performance requirement of the environment.

Role and Responsibilities:

Technical Management

• Manage & Maintain existing systems, platforms, & hardware in Samsung operated retail stores along with retail partner locations
• Implement New Software, Hardware Development, + UAT and deployment in Samsung operated retail stores along with retail partner locations
• Support POP Up and Temporary Retail Stores and Experiences throughout US  
• Responsible to lead technology infrastructure & development for new Samsung Retail locations
• Support Management of Samsung’s Retail Technology Call Center for all Tier 1 & 2 Support
• Responsible to develop Tier 3 support process using Samsung’s existing CMMS platform
• Optimize & Improve system monitoring, security protocols and compliance
• Partner to streamline issue escalation path(s), risk assessment & drive corrective action
• Support vendor selection & management to develop a preventative maintenance program managed by internal Repair & Maintenance Team
• Identify risks and workflow process gaps to resolve through Call Center, R&M Team, & Internal Technology Support Resources
• Drive process to formulate, implement, & drive new & current strategies to measure, analyze, and ensure timely corrective action 
• Identify new and strengthen existing partnerships with technology vendors
• Responsible for conducting equipment testing on new and existing systems
• This role will be required to partner with Samsung local and global security & PII teams
• Collaborate with Samsung Retail Design Team to support new and existing store digital content deployment
• Provide guidance to Retail Channel Management, Design, Field Operations, & Sales team on project timelines and budgets for new projects.
• Manage Store Operating Partners with guidance on deployment and technical support for their internal systems used within Samsung Operated Retail Stores

Technical Understanding

• Retail Point of sale systems (iQmetrix)
• Network infrastructure management and security
• Scheduling and time keeping solutions (Shift Tab & Sales Force)
• Retail Next (Retail Analytics Software Used to Monitor Customer Traffic & Conversion)
• Digital content management/deployment (Brightsign, AMX, & MagicINFO Digital web based content management solutions)
• Video security solutions & monitoring (EagleEye Networks Cloud Based Security Camera System)
• Shar