Regional Service Manager

Samsung Electronics•Englewood Cliffs, NJ

2d•$126,000 - $155,500•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 networks 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 1. Support to improve service operation by establishing strategies, process checking and field auditing. 2. Support to improve service operation by managing internal key performance index, service marketing investment and working manual for field (subsidiary and etc.) 3. Carry out a survey of customer satisfaction and share the result with related department to improve the weakness through cooperation. Job Description 1. Review progress on service-related goals which are achieved with a developed strategy. Proven ability to lead field service network projects, including expansion and restructuring initiatives, leveraging strong analytical and strategic skills. 2. Examine processes regarding internal and external customers’ payment amounts and resolve issues which were pointed out. 3. Strong understanding of consumer electronics service network operations, with the ability to manage and optimize network performance base on key performance indicators (KPIs). 4. Own Net Promoter Score outcomes by addressing the operational behaviors and systemic failures that shape customer perception, not by managing survey optics. 5. Drive sustainable improvement through behavior change, set and reinforce clear performance expectations with service partners. 6. Partner closely with cross-functional internal teams including sales, parts, warranty, product support, training, and contact center to align service execution with customer expectations. 7. Report NPS trends, root causes, and recovery actions to senior leadership, translating field-level insight into clear, actionable narratives that drive decision making. 8. 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 minimum 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 collaboration.
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 to improve service operation by establishing strategies, process checking and field auditing.
Support to improve service operation by managing internal key performance index, service marketing investment and working manual for field (subsidiary and etc.)
Carry out a survey of customer satisfaction and share the result with related department to improve the weakness through cooperation.
Review progress on service-related goals which are achieved with a developed strategy.
Examine processes regarding internal and external customers’ payment amounts and resolve issues which were pointed out.
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.