Samsung Service Manager

Job Type:

Regular

Work Location:

Bloomington, MN 55425

Overview:

2020 Companies has an immediate full-time Samsung Service Manager position available at a prominent shopping location in New York City. We are seeking a highly motivated leader with a proven track record of delivering exceptional customer experiences and driving team success. 

You will be the face of Samsung's Support and Repair team, responsible for hiring, developing, and coaching a team of Samsung Repair Technicians to provide timely tech support and product repair. Your mission: ensure a seamless and positive service journey that drives incredible Net Promoter Score (NPS) results, all while fostering a high-energy, professional environment. You will also oversee the store's parts inventory, ensuring a seamless repair process. If you have a passion for technology, customer satisfaction, and team leadership, this is the perfect opportunity for a successful and rewarding career in a fast-paced, tech-forward retail environment. We need an individual with an innovative mindset who can constantly find ways to say "Yes" for our clients and customers. 

Those who demonstrate strong initiative, effective influencing skills, and excellent interpersonal abilities will thrive in this position within a leading global technology brand. You'll build collaborative relationships directly with Samsung leadership and redefine the expectations of Service leadership and customer experience. You'll be the architect of your success, turning product knowledge into engaging team training and driving store performance with precision. 

Imagine a day when you consistently exceed customer satisfaction targets, create captivating support and repair experiences, and empower your team of technicians to deliver exceptional tech support and repairs with confidence. We're looking for someone with a spark who drives not just to meet expectations but to obliterate them. If you're ready to embrace a role where your drive is celebrated and your potential is fully realized, join us and let's create something extraordinary together. 

Pay: Annual salary of $73,000, paid weekly

Schedule: Full-time, with occasional weekend hours

Work Location: Prominent shopping location in New York City

Our Benefits 

• Competitive annual salary 

• Weekly Pay! 

• On-demand pay options through DailyPay 

• Comprehensive health, dental, and vision benefits 

• 401(k) program with company matching 

• Paid time off and holidays 

• Scholarship opportunities for employees and families 

• Employee Assistance Program 

• Leadership Development Program 

At 2020 Companies, we empower individuals to shape the future of technology. As a trusted partner to the world’s leading brands, we offer our team members opportunities to make a meaningful impact by applying their skills and expertise to drive innovation and success. 

Job Description:

• Lead and Develop a High-Performing Team: Oversee all personnel dedicated to Tech and Repair services, including a team of Samsung Repair Technicians and a Parts Lead, by providing coaching, performance management, and recognition. Drive operational KPIs and incredible NPS scores by ensuring top-notch customer service is always executed. 

• Manage Tech Support and Repair Operations: Take ownership of staffing decisions, including hiring and coaching team members. Conduct constant floor inspections, spot checking, and coaching to maintain a high-energy, professional attitude and ensure the team is performing at optimal levels. You will also be responsible for ensuring the timely delivery of tech support and product repair services. This includes overseeing the parts inventory process and working closely with your Parts Lead to ensure the correct parts are in stock for customer repairs. 

• Manage Client and Internal Relationships: Collaborate daily with Samsung store leadership to align key priorities and long-term planning. Support the broader team in managing relationships with internal teams, including quality control, reporting, and operations, to maximize program impact. 

• Maintain Expert Knowledge: Develop and maintain expert knowledge of the client program, products, and services to train and motivate the team effectively. 

• Support Store Initiatives: Participate in store launches and broader company initiatives, ensuring a professional interaction with both customers and fellow employees. 

• Cultivate an Innovative Mindset: Continuously seek creative solutions and implement new strategies to enhance customer satisfaction and operational efficiency, ensuring we always solve for "Yes" for our clients and customers. 

 Qualifications 

• Experienced Leader: A proven ability to lead and inspire repair technicians in a fast-paced retail environment, consistently driving results and exceeding performance targets over 5+ years. 

• Technical Background: Must have a technical background with experience repairing mobile devices in a fast-paced, tech-forward environment. 

• Influences and Inspires: Demonstrated ability to influence and build strong relationships with a wide range of stakeholders and customers. Must be energetic with a big personality and an ability to “hype” a group of any size. 

• Customer Focus: Strong customer focus with a passion for delivering exceptional customer experiences and ensuring high satisfaction levels—impeccable integrity and commitment to customer satisfaction and achieving high NPS scores. 

• Situational Adaptability: Highly adaptable with an eye for detail and a passion for teamwork and innovation. Ability to multitask in a fast-paced, team environment. 

• Problem Solver: A natural problem-solver and analytical thinker who can navigate workload pressure with ease. Ability to develop tailored solutions that lead to customer de-escalation. 

• Product Knowledge: The ability to acquire and sustain a high level of product knowledge regarding Samsung products and effectively communicate it to the team and customers. 

• Inventory Management: Experience managing a retail service inventory process, particularly with parts and repairs. 

Additional Requirements: 

• Prior exceptional retail service experience

• Proficiency in cloud-based computer systems (Salesforce, Workday, etc.) and MS Office

• Ability to work retail service and weekend hours frequently

What You Can Expect From 2020 Companies
We welcome every voice, and we are committed to building a truly inclusive environment where your differences are not just welcomed, they are celebrated. We are always identifying opportunities to encourage our team to be their authentic selves, while working to provide a best-in-class experience for our employees. Whether that’s paid holidays, long-term career pathing options, personal development opportunities or professional stretch assignments, you can expect 2020 Companies to support you.

2020’s Commitment
We are committed to creating a diverse and inclusive organization and are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or other dimensions of identity.