Mobile Device Repair Quality Manager - Korean Preferred

2020 Companies•Plano, TX

4d•Onsite

About The Position

2020 Companies seeks a full-time Mobile Device Repair Quality Manager to represent our client, Samsung Electronics America. The Mobile Device Repair Quality Manager will lead internal service quality teams and drive continuous improvement across repair processes and service centers. This role will provide strategic direction on quality standards, measurements, and improvement initiatives while partnering with key internal teams to identify and address quality issues. This position will oversee customer bounce and return trends, identify root causes, and implement solutions to reduce repeat repairs and customer returns. The Mobile Device Repair Quality Manager will also develop and maintain the overall quality assurance strategy, ensuring repair processes consistently meet customer expectations and support world-class product and service quality.

Requirements

Bachelor's Required, Master's a Plus
8+ years' technical mobile phone repair experience with the ability to lead others
5+ years' management, leadership directing employee's daily work activities
Proven ability to coach and course correct for results
Proven extreme detail oriented to recognize accuracies and inaccuracies / to report results
Proven experience planning, monitoring and managing departmental budget
Proven experience documenting SOP and reporting trends
Outstanding verbal and written communication skills
Strong ability to analyze results, identify trends, and make recommendations for broader group review and implementation
Dependability and adaptability to change
Process controls, audits, and ability to make sound recommendations for change
Seeing and color perception
Lifting and carrying up to 20lbs

Nice To Haves

Korean Bilingual Preferred

Responsibilities

Lead the task force team, identify opportunities to improve service and reduce returns/bounce.
Develop strategies for improvement, communication, process documentation.
Interact with all levels within client organization, HQ, and customer organizations to identify root cause and corrective actions for issues identified.
Interact with all levels within client organization and within customer organizations to identify, track, and work to resolve product quality issues and risk factors for subsequent performance in the field.
Manage and analyze the customer-provided data for bounce returns - reporting on trends, issue resolution, tactical changes.
Perform root cause analysis.
Ensure data collected is maintained and processes are in place for clear and accurate reporting of all key quality metrics.
Develop and maintain regular reporting on KPIs, improvements, trends, and other repair activities.
Maintain and improve the work documentation for all product inspection procedures used in service centers.
Develop and ensure quality processes are in place for any special/additional handling required of product prior to shipment to the customer.
Implement statistical process controls/processes into the operation to drive sustainable improvement.
Other duties as assigned.