Senior Manager, DTC SVC Accts
Senior Manager, DTC SVC Accts
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Job Description
Position Summary
Headquartered in Englewood Cliffs N.J. Samsung Electronics America Inc. (SEA) the U.S. Sales and Marketing subsidiary is a leader in mobile technologies consumer electronics home appliances enterprise solutions and network systems. For more than four decades Samsung has driven innovation economic growth and workforce opportunity across the United Statesinvesting over $100 billion and employing more than 20000 people nationwide. By integrating our large portfolio of products services and AI technology were creating smarter sustainable and more connected experiences that empower people to live better. SEA is a wholly owned subsidiary of Samsung Electronics Co. Ltd.To learn more visit . For the latest news visit and Responsibilities
Manage service partner relationships and work with partners to meet target KPIs and expansion goals within the Service Network to enable MX Cares strategy implementation
- Identifies current and future customer requirements by establishing rapport with potential partners to support our customer base.
- Accountable for overall partner relationship repair operations parts operations strategy implementation vendor employee and budget management.
- Manage overall DTC 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 and Supply addition to Care leadership for direction.
- Cross-functional across multiple departments to drive Samsung technical knowledge & training initiatives across all CSD stakeholders.
- Conducts proactive analysis to improve service KPIs business processes & cost-influencing factors.
- Manage vendor relations 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 the ability to adapt to an ever-changing Customer Care landscape.
- Contract analysis & enforcement of partnerships.
- Improvement & Business Reviews Workshops to improve scope & partnerships.
- Support Independent Service Network management and expansion
- Oversees Self-Repair Program and ensures compliance.
- All emails answered within 1 business day
- Reports/projects are complete on time are accurate and are 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
- Must be located in the DFW Area.
Skills and Qualifications
Minimum Qualifications:
- B.S. degree in a technology or business-related field and/or
- 8 years of experience of Service partner management 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 and verbal (heavy data reporting of results)
- Good presentation skills in front of all sizes of groups vendors and servicers.
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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:
Senior Manager
Employment Type
Full Time
