Manager – Field Service Branding

Position Summary

At Samsung Electronics Canada, we take pride in the creativity and diversity of our talented people – they are at the forefront of everything we do. Their skillset and mindset drive our continued success. We want the best of the best at Samsung to join our team, not just those who fit into our Culture but those who will ADD to our Culture and make Samsung an even better place to work.

Did we catch your attention yet?

If you want to work for one of the most recognized brands in the world and one of the Top 100 Employers in Canada...and have a ton of fun…. then please keep reading!

Our Perks:
• Fantastic employee discount on all Samsung products
• Competitive Salary and Performance based incentive plan for all levels
• Employer paid Medical and Dental coverage from day one
• Group RRSP plan that helps you save for the future
• Free on-site gym to get your sweat on
• Subsidized Cafeteria; including free Starbucks coffee/latte machine
• 4-day in-office work schedule Monday through Thursday – with Friday remaining a flex day to work remotely
• Tuition Reimbursement to keep you learning/Access of Samsung U for 24/7 online learning
• Employee Referral program- we want great talent like you!
• Virtual Pet Care-to ensure the well-being and health of your beloved furry companions!
• Additional Well Being Days for better work life-balance!

Responsible for growing, managing, overseeing and maintaining the CE Branded Service Network infrastructure that supports Samsung branded field service activities. This involves managing the network's performance, security, and reliability, while also ensuring that field service technicians have the necessary tools, training, standards and technical connectivity to perform field service to the highest customer service standards.

Responsible for monitoring and managing CE Field Service operational strategies to support the Samsung Service business, while developing and fostering strong working relationships with third party partners. Execute and lead cross-functional projects and initiatives to deliver process improvements, lean strategies, and best practices in areas of 3rd party management. Support the implementation of those initiatives to drive improved efficiency, productivity and quality within the field service partner network, ensuring exceptional service quality and customer experience.

In addition, the manager is also responsible for ensuring cost optimization, Branded Service vendor management, utilization, and alignment with Service KPIs which are used to measure the effectiveness of customer satisfaction, service speed, service quality and problem resolution to ensure consistent high NPS results.

Role and Responsibilities

• Design, manage, partner, and configure network infrastructure, with 3rd part ASC’s to meet the needs of the field service operation.
• Monitor regularly network performance, identifying and resolving issues, and ensuring that network resources are available and accessible to field service technicians.
• Implement and maintain network security measures to ensure warranty tickets are properly dispatched, managed and submitted claims are valid to protect against unauthorized submissions and inaccurate data.
• Manage the allocation of network resources, such as service areas to ensure that field service ASC’s technicians have the bandwidth they need to perform their assigned repairs.
• Coordinate with network vendors to ensure that Samsung branding including all logo placement is accurate and meet the current standards. Ensure all necessary tools and hardware and software are properly maintained and upgraded.
• Troubleshoot network coverage issues, diagnosing the root cause of problems, and implementing solutions.
• Maintain accurate training documentation of the service manuals, system software, including diagrams, configurations, and troubleshooting procedures.
• Consult and advise leadership on process and performance improvement opportunities that will foster growth, improved customer satisfaction, and operational efficiencies. 
• Develop, execute, and manage operational project plans, including budget and schedules, followed by managing vendors in their development of deliverables as required within the parameters of their contracts.
• Develop and foster strong working relationships with all vendors, stakeholders, management, and suppliers.
• Continuously review and manage ASC area coverage requirements in accordance to service volume needs and ensuring cost optimization and vendor utilization.
• Increase avenues for consumers to access customer service, moving volume from voice to digital.
• Conduct monthly and quarterly business reviews and audits with Brand Service partners as required.
• Manage vendor contract reviews and amendments, ensuring alignment with Legal requirements.
• Manage and execute vendor RFP process including negotiation and relationship building in accordance with SECA requirements.
• Develop a Branded Service scorecard to manage vendor performance and compatibility with the Samsung business.
• Key negotiator with Branded Service, 3rd party vendors to improve Customer Service support.
• Strategically use consumer feedback market data when necessary, and additional support to the sales teams.
• Work collaboratively with internal Service teams and functions with the overall aim of meeting customer expectations and business objectives.
• Ensure compliance with contractual and partnership agreements and performance.
• Sample management with Branded Service ASC’s, followed by quarterly sample audits.
• Provide KPI analytical information to improve field service quality based on requests from HQ, NAHQ, and the Service Organization.  
• Develop Branded Service programs and innovative activities that will ensure Samsung Service can provide best in class service.
• Daily collaboration with HQ, NAHQ regarding Service initiatives and improvement plans and issues.
• Responsible for ADHOC departmental requests that are within scope of job function.

Skills and Qualifications

Requirements

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Knowledge:

• Service Network Design and Implementation.
• Service Network Maintenance and Monitoring.
• Ability to monitor network performance, identifying and resolving issues, and ensuring that network resources are available and accessible to field service technicians.
• Strong proficiency in Excel, Word, PowerPoint and other MS Office applications.
• Above average presentation skills (including creation of material).
• Proven negotiation skills.
• Excellent communication skills (written and oral). French an asset.
• Solid quantitative and analytical skills.
• Strong attention to detail and ability to multi-task effectively.
• The ability to plan, organize and prioritize multiple and simultaneous projects and programs in a changing corporate environment.
• Ability to lead teams and 3rd party vendors.
• Excellent ability to execute and align with corporate brand guidelines.

Experience:

• A minimum of 5-7 years related experience working in operations field preferred.
• A minimum of 2-3 years experience working in customer service/ service an asset.
• A minimum of 1-2 years working with financial analysis.
• A minimum of 2-5 years working with external vendors, agencies.
• A minimum of 3-5 years in product management.
• Managing a team of field service technicians/authorized service centres.
• Ability to grow a Service Network.
• Scheduling and coordinating field service technicians.
• Monitoring and troubleshooting customer service issues.
• Ensuring timely responses to customer inquiries.
• Training and developing field service technicians.
• Maintaining and tracking inventory of parts and materials.

Travel:

• This role may require travel.

Samsung is an equal employment opportunity employer.

Samsung has an accommodation process in place and provides accommodations for job applicants with disabilities as appropriate. Assessment and selection materials and procedures can be made available in accessible formats and methods as appropriate.  If you require a specific accommodation because of disability or medical need, please let us know when selected to take part in our recruitment process so that reasonable arrangements can be made for the appropriate accommodations to be in place as you move through our process.

We thank you for your interest in working for Samsung. Only candidates selected for an interview will be contacted.

Please note that we reserve the right to remove or modify job postings at any time.

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