Mobile Device Repair Quality Manager - Korean Preferred
About The Position
2020 Companies seeks a full-time Mobile Device Repair Quality Manager to represent Samsung Electronics America. This role is based in Plano, TX and requires Korean bilingual skills as a preference. The manager will lead internal service quality teams, drive continuous improvement in repair processes and service centers, and provide strategic direction on quality standards and initiatives. Key responsibilities include overseeing customer bounce and return trends, identifying root causes, implementing solutions, and developing the overall quality assurance strategy to meet customer expectations and support world-class product and service quality.
Requirements
- Bachelor's degree required.
- 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 orientation to recognize accuracies and inaccuracies and 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.
- Applicants must be authorized to work in the United States full-time without current or future visa sponsorship.
Nice To Haves
- Master's degree a plus.
- Korean Bilingual Preferred.
Responsibilities
- Lead the task force team, identify opportunities to improve service and reduce returns/bounce.
- Develop strategies for improvement, communication, and process documentation.
- Interact with all levels within the client organization, HQ, and customer organizations to identify root cause and corrective actions for issues identified.
- Interact with all levels within the 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 customer-provided data for bounce returns, reporting on trends, issue resolution, and 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.
Benefits
- Competitive salary, paid weekly
- Next-day pay on demand with DailyPay
- Eligible for medical, dental, and vision benefits
- Eligible for 401k with company matching
- Scholarship opportunities for employees and direct family members
- Employee Assistance Program
- Paid Time Off and Holidays
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What This Job Offers
Job Type
Full-time
Career Level
Manager
