Regional Service Manager

Samsung Electronics•Englewood Cliffs, NJ

1d•Onsite

About The Position

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 States—investing over $100 billion and employing more than 20,000 people nationwide. By integrating our large portfolio of products, services, and AI technology, we’re 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 Samsung.com. For the latest news, visit news.samsung.com/us. Role and Responsibilities Seeking a Regional Service Manager to support the enhancement of service operations by establishing strategic initiatives, conducting process audits, and performing field inspections. The role aims to improve service performance through the management of internal key performance indicators, service marketing investments, and the development of operational manuals for field staff (such as subsidiaries). Additionally, the position involves conducting customer satisfaction surveys and sharing the results with relevant departments to collaboratively address identified weaknesses. Review progress on service-related goals that have been achieved with a developed strategy. Proven ability to lead field service network projects, including expansion and restructuring initiatives, leveraging strong analytical and strategic skills. Examine processes regarding internal and external customers’ payment amounts and resolve issues that were pointed out. Strong understanding of consumer electronics service network operations, with the ability to manage and optimize network performance based on key performance indicators (KPIs). Own Net Promoter Score outcomes by addressing the operational behaviors and systemic failures that shape customer perception, not by managing survey optics. Drive sustainable improvement through behavior change, set and reinforce clear performance expectations with service partners. Partner closely with cross-functional internal teams, including sales, parts, warranty, product support, training, and contact center, to align service execution with customer expectations. Report NPS trends, root causes, and recovery actions to senior leadership, translating field-level insight into clear, actionable narratives that drive decision making. This role requires approximately 30% travel, including visits to service partners, meetings, and operational reviews. Travel may vary based on business needs.

Requirements

Typically requires a minimum of 6 years of related experience and a Bachelor's degree, or 3 years and a Master's degree; or a PhD without experience
Proven ownership of customer experience metrics, including Net Promoter Score (NPS) or equivalent customer satisfaction measures.
Experience leading cross-functional teams and collaborating.
Experience managing third-party service partners and/or pool technicians with direct accountability for performance
Willingness and ability to travel up to approximately 30%

Nice To Haves

Experience in customer electronics, home appliances, or technical in-home service environments
Experience managing service networks across multiple business models (B2C, B2B, Builder, Dealer)
Background in operational transformation, performance recovery, or network optimization
Strong communication skills with the ability to translate field reality into clear narratives
Demonstrates good judgement in selecting methods and techniques for obtaining solutions
MS Office – Microsoft Word, Excel, Powerpoint

Responsibilities

Support the enhancement of service operations by establishing strategic initiatives, conducting process audits, and performing field inspections.
Improve service performance through the management of internal key performance indicators, service marketing investments, and the development of operational manuals for field staff (such as subsidiaries).
Conduct customer satisfaction surveys and sharing the results with relevant departments to collaboratively address identified weaknesses.
Review progress on service-related goals that have been achieved with a developed strategy.
Lead field service network projects, including expansion and restructuring initiatives, leveraging strong analytical and strategic skills.
Examine processes regarding internal and external customers’ payment amounts and resolve issues that were pointed out.
Manage and optimize network performance based on key performance indicators (KPIs).
Own Net Promoter Score outcomes by addressing the operational behaviors and systemic failures that shape customer perception, not by managing survey optics.
Drive sustainable improvement through behavior change, set and reinforce clear performance expectations with service partners.
Partner closely with cross-functional internal teams, including sales, parts, warranty, product support, training, and contact center, to align service execution with customer expectations.
Report NPS trends, root causes, and recovery actions to senior leadership, translating field-level insight into clear, actionable narratives that drive decision making.