Warranty Manager Job Samsung Electronics

Customer Service Jobs, Samsung Electronics Jobs. Warranty Manager oversees warranty claim operations, manages partner service centers, and ensures policy compliance, requires an Engineering or Business Degree and 2+ years warranty management experience.

Warranty Manager – Customer Service Division (CS) – Kenya

Are you passionate about Technology? We are looking for people with creative intelligence who are results-driven, disciplined, innovative, practical, inspiring, and good team players, with the ability to navigate an organisation.

About the Role;

We are seeking a dynamic and results-driven Warranty Manager to join our Customer Service team in Nairobi, Kenya. This pivotal role combines financial acumen, operational excellence, and customer-focused management. You will oversee all warranty and finance functions across our East Africa region, ensuring seamless service delivery while driving business performance and operational reliability

Responsibilities

• Manage overall warranty health and compliance across the East Africa region
• Oversee Warranty Operational Reliability and Service Provision Management.
• Manage both direct and indirect warranty costs to optimize financial performance
• Ensure third-party vendor compliance and manage master data effectively
• Monitor key performance indicators including Warranty Health (WHCS), Service Cost Ratio (SCR), and Core Parts Usage (CPU)
• Conduct warranty trend analysis and provide actionable insights to leadership
• Lead internal and external audits, ensuring compliance with all policies and procedures
• Provide training and support to service teams and stakeholders
• Partner with Samsung Authorized Service Partners and third-party service providers to ensure service excellence

Performance Metrics & Success Indicators

• You will be measured on your ability to optimize and manage:
• Warranty Health & Compliance (WHCS)
• Service Cost Ratio (SCR) – maintaining optimal cost efficiency
• Core Parts Usage (CPU) and Multiple Parts Usage (MPU)
• Compliance with all policies and procedures

Required competencies and attributes

• Deep knowledge of service processes within the consumer electronics industry
• Exceptional planning, organizing, and coordination abilities
• Strong communication and interpersonal skills with ability to engage diverse audiences
• Superior analytical skills with ability to identify trends and opportunities
• Customer focus and commitment to service excellence
• Independent thinker with strong project leadership capabilities
• Ability to handle stress and meet tight deadlines without compromising quality
• Excellent problem-solving skills with assertiveness and flexibility
• Sound report writing and data analysis abilities
• Planning and organization

Required Qualifications:

• Bachelor’s degree in Commerce, Business Administration, or Business Management
• 2-3 years of proven experience in finance administration, customer service, sales support, or supply chain operations
• Track record of success in service and operational audit management at management level
• Experience in the consumer electronics, mobile, or IT environment (retail sector experience preferred)
• Strong knowledge of consumer protection regulations
• Proficiency in SAP-based programs and MS Office suite

How to Apply

If you believe you are the right candidate and can clearly demonstrate your ability to meet the criteria given above, please submit your CV to seea.jobs@samsung.com on or before October 6th 2026.

Only shortlisted candidates to be contacted.