Regional Service Manager Job Samsung Electronics
Project Management Samsung Electronics jobs
Responsibilities;
Key Objectives
- Management of all ASCs Escalations to the Service Team.
- Ensuring adherence of ASC’s to Samsung Service Contract and Management of ASC relationship with Samsung Electronics East Africa service (SEEA SVC).
- Aligning and driving processes to meet or exceed the target KPI’s and in line with the Samsung Service Contract.
- Monitoring and escalation of missed KPI’s to the relevant individual with a plan to address the issue.
- Improving operational processes to achieve optimal performance and continually improve the ASC experience.
- Ensuring that all Standard Operating procedures that SEEA lays out are being adhered to by ASC’s (Periodic network audit of Service Centers & reporting results/recommendation for improvement (Infra, SVC Policy & SVC Systems compliance, Skills, Branding, Financials, Empathy etc).
- Manage daily, weekly and monthly reporting on all ASC’s, including report to them (MBR’s/WBR’s & QBR’s).
- Escalation of potential market issues to Management level; collecting Voice of Customers (VOCs) from the market & Escalation to management.
- All form and means of communication to ASC’s; In charge of New Process implementation/enforcement in the field.
- Management of all ASC training requirements & Scheduling of all ASC training.
- Monitoring of all payments made to the ASCs.
- GSPN system Administration for SEEA (Global Service Partner Network).
- Service Network expansion in your assigned region, by ensuring suitable independent
- Service partners are; identified, vetted and appointed in accordance to SEEA requirements.
- In charge of Samsung Service awareness (SVC Marketing/Promotions, ASC branding & Uniforms, etc).
Key Performance Indicators (KPIs)
- Repair Pending Management Long Term Repair Ratio (LTP)
- DSR / CMI (Dissatisfied customer / Customer monitoring index)
- Financial Sustainability (Samsung Authorized Service Partners)
- B2B management (EIP, EBT, Operator)
- Key Dealer relationship management
- ASC performance & compliance management
- GSPN system Administration for SEEA (Global Service Partner Network) retail mapping
- Customers to this Position;
- Internally: Service Business Operations units, Samsung Sales/marketing teams
- Externally: Samsung Authorized Service Partners, Samsung dealers/Distributors, Samsung Customers
Qualifications and Experience required for this Role
- Degree / diploma in Business management
- Technical degree/diploma qualification will be advantageous
- Minimum 5 years corporate project management experience
- Minimum 5 years in consumer electronics service industry or related field
- Preferable experience in dealing with complex Service requirements and deliverables.
- Exposure to Service Delivery methodologies
- In depth knowledge of repair and service Centre operations
- Extensive knowledge in the FMCG Electronics environment both pre-sales and post sales
- In-depth knowledge of service-related data, databases, Service Management systems
- Extensive experience in project management (process, system, technology) from conceptualization to result monitoring
- MS software (Excel, Word, Power Point)
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