Regional Service Manager

Samsung Electronics•Plano, TX

1d•Onsite

About The Position

The Regional Service Manager supports Samsung Appliance/Television Branded Engineers (BEs) and Authorized Service Center (ASC) providers, ensuring consistent support and that end-user customer needs are met. The role monitors, investigates, and reports on the in-field performance of assigned products, drawing on account management, service-network management, leadership skills, and industry knowledge to provide feedback to branch managers and Field Leadership. The manager also assists the Lead Service Manager with other assigned duties. The position builds relationships with service partners and develops a thorough understanding of their accounts, operating issues, competitive landscape, and strategic outlook. It gathers and validates information for timely technical, operational, and strategic reports; monitors regional service-center performance and KPIs; and, when requested, develops and implements improvement plans supported by root-cause analysis and follow-up. The role supports partners on technical and procedural matters, prioritizes actions and site visits using reporting tools, and regularly discusses improvement efforts and leadership requests with BEs and Field Leadership. The manager prepares detailed reports using partner surveys, database research, on-site visits, samples, and solution research. The role escalates operational issues to head office management and HQ service operations, supports business and trade shows and sales meetings when required, and participates in professional feedback, development plans, and corrective actions. Domestic travel of up to 20% is required. This role is not eligible for immigration sponsorship.

Requirements

Experience gathering reports and KPIs and providing data analytics on service-partner performance.
Ability to identify procedural, policy, or process gaps and create and manage improvement plans.
Comfort presenting regular updates on business or project status to senior leadership.
Analytical capability to understand operational impacts on customers, the business, and P&L, and to explain and demonstrate proposed-plan ROI.
Advanced Microsoft Excel, PowerPoint, and Word skills.
Ability to analyze large data sets and reach actionable conclusions.
Ability to communicate with internal and external customers.
Ability to take strategic direction and deliver direction to a team for action.
Ability to travel domestically up to 20%.

Nice To Haves

Bachelor’s or associate degree preferred.
Six or more years of in-home appliance and/or television service, or other in-home consumer-electronics industry-related management experience preferred.
Direct-report and independent-contractor management experience preferred.
Disciplined, strategic, analytical, and logical approach to thinking.
Ability to adapt leadership style to the solution.

Responsibilities

Build relationships with ASC and BE service partners and maintain a comprehensive understanding of their accounts, operating issues, competitive landscape, and strategic outlook.
Compile, edit, and gather accurate information for legible, timely technical, operational, and strategic reports.
Monitor regional Samsung Service Center performance and assist in maintaining KPIs.
Develop and implement improvement action plans when needed or requested, including root-cause analysis, reporting, and follow-up.
Ensure service partners receive technical and procedural support and are satisfied with Samsung’s service and support.
Use reporting tools and processes to prioritize actions and on-site visits.
Meet regularly with BEs and Field Leadership to review process-improvement tasks, KPI-improvement tasks, BE support, and ad hoc leadership requests.
Create detailed reports using service-partner surveys, database research, on-site visits, samples, and research into potential solutions.
Escalate operational issues and report relevant data to head office management and HQ service operations.
Provide support at business and trade shows, internal sales meetings, and external road shows when required.
Participate in professional feedback, development plans, and corrective actions.
Assist the Lead Service Manager and perform other duties as directed by the RSM Lead and/or Head Office leadership.