Director, Repair Partner Management
Director, Repair Partner Management
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Job Description
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. Weve 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 todays 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 EPAs 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 - @ Samsung - full-time employees (salaried or hourly) have access to benefits including: Medical Dental Vision Life Insurance 401(k) Employee Purchase Program Tuition Assistance (after 6 months) Paid Time Off Student Loan Program (after 6 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.
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Skills and Qualifications
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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.
* Samsung Electronics America Inc. and its subsidiaries are committed to employing a diverse workforce and provide Equal Employment Opportunity for all individuals regardless of race color religion gender age national origin marital status sexual orientation gender identity status as a protected veteran genetic information status as a qualified individual with a disability or any other characteristic protected by law.
Reasonable Accommodations for Qualified Individuals with Disabilities During the Application Process
Samsung Electronics America is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application you have a disability and require a reasonable accommodation in order to participate in the application process please contact our Reasonable Accommodation Team ) or for assistance. This number is for accommodation requests only and is not intended for general employment inquiries.
Required Experience:
Director
Employment Type
Full Time
