Full-Time
Director Field Service Operations
Samsung
10,001+ employees
Global electronics maker: smartphones, TVs, appliances
No salary listed
Company Historically Provides H1B Sponsorship
Plano, TX, USA
In Person
Bachelor's
 Operations & Logistics (1) |
|---|
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- Strong operational leadership experience managing large-scale field service or operational organizations, preferably within consumer electronics, technology, or service-driven industries.
- Demonstrated ability to lead multi-layered teams and develop leadership capability across regional management structures.
- Experience managing partner or vendor networks and driving accountability for performance, service quality, and operational outcomes.
- Proven track record of improving operational metrics such as service cycle time, operational efficiency, customer experience, and first-time resolution in service or support environments.
- Strong analytical and problem-solving capabilities with the ability to interpret operational data, identify root causes, and translate insights into actionable improvement initiatives.
- Experience designing and implementing operational programs that improve performance, scalability, and service delivery.
- Ability to lead transformation initiatives and drive continuous improvement across complex operational environments.
- Strong cross-functional leadership skills with experience collaborating with teams such as customer care, supply chain, logistics, product support, and engineering.
- Ability to influence stakeholders and align cross-functional teams around operational priorities and strategic initiatives.
- Executive communication skills with experience presenting operational insights, strategies, and improvement plans to senior leadership.
- Strong strategic thinking combined with hands-on operational execution capabilities.
- Experience working in fast-paced environments where operational performance, customer experience, and service quality are critical business priorities.
- Demonstrated ability to build strong relationships with both internal and external stakeholders.
- High level of accountability, ownership, and commitment to operational excellence.
- A bachelor's degree and a minimum of 12 years of related experience are required.
- The role requires cross-functional leadership and collaboration.
- Deep understanding of the field service operations ticket process, service coverage logic, network management, and authorized service center recruiting is required.
- Employee management experience is required.
- Ability to engage with network partner owners, gain buy-in for projects and key performance indicator improvements, and understand motivation through incentives and growth opportunities.
- Lead day-to-day field service operations across the in-home service network, ensuring consistent execution, operational discipline, and service quality.
- Drive improvements in key operational metrics including first-time fix, long-term pending, net promoter score, turnaround time, appointment adherence, and overall service efficiency.
- Monitor operational performance trends and identify root causes of service issues, implementing corrective actions to improve repair outcomes and operational stability.
- Oversee the performance and governance of service partners, ensuring accountability to operational expectations, service quality standards, and customer experience objectives.
- Lead the regional service manager team by driving regional partner performance, readiness, and customer experience; monitor key performance indicators, compare planned versus actual progress, and generate status and progress reports in alignment with headquarters service quality assurance.
- Lead the Samsung Beyond Boundaries team and the Self Servicing Dealer team, supporting service coverage capabilities, builder and dealer service needs, and strategic and specialized initiatives that improve customer experience.
- Directly manage the Field Service Support call center, which communicates with authorized service center accounts to close tickets, update ticket statuses regarding parts, identify no-coverage service issues, provide ticket updates, track voice-of-customer and priority-level tickets, address coverage expansion needs, and develop an internal team structure supporting career growth.
- Build relationships with service partners while driving performance improvements, capability development, and operational consistency across the service network.
- Lead the development and execution of operational programs aimed at improving repair outcomes, reducing repair cycle time, and strengthening service network performance.
- Identify operational gaps, process inefficiencies, and friction points within service execution and implement solutions that improve process governance and operational consistency.
- Partner with customer care, logistics, parts operations, product support, contact center, headquarters, and headquarters dispatchers to resolve operational challenges and improve the end-to-end service experience.
- Manage cross-functional initiatives affecting field service operations, ensuring alignment across internal teams and successful execution of operational priorities.
- Prepare and present operational performance insights, strategic initiatives, and improvement plans to senior leadership, including vice president and senior vice president stakeholders.
- Foster a culture of operational excellence, accountability, and continuous improvement within the field service organization.
- Analyze trends, monitor changes in market coverage, create volume and holiday forecasts, and explain key business drivers.
- Identify potential problems, weak coverage, and coverage changes; propose solutions, monitor consequences, and manage risks.
- Forecast service volume by product, region, and season.
- Plan for peak seasons, including summer, holidays, and winter.
- Prepare parts and inventory with GPCA.
- Forecast parts demand for peak season.
- Experience within consumer electronics, technology, or service-driven industries is preferred.
Samsung functions as a global technology company that designs, manufactures, and sells a wide range of consumer electronics and business solutions. Its products include smartphones, tablets, televisions, home appliances, and other connected devices, as well as software services and digital content. Samsung’s devices work through integrated hardware and software ecosystems: hardware like phones, TVs, and appliances paired with software platforms, apps, and cloud services that enable seamless use and interconnectivity across devices. The company differentiates itself through its large product portfolio, global manufacturing and supply chain reach, substantial investment in research and development, and the ability to offer end-to-end solutions from chips to devices to software. Samsung’s goal is to lead in mobile, home electronics, and business technology by delivering reliable products and connected experiences that help people and businesses stay connected and productive.
Company Size
10,001+
Company Stage
IPO
Headquarters
null
Founded
1969
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Simplify's Take
What believers are saying
- Samsung shipped HBM4E samples in May 2026 and targets AI data-center demand.
- Reuters on August 4, 2026 said Samsung launched next-generation AI memory at FMS.
- Samsung’s Texas Taylor fabs and AI chip ramp position it against Nvidia-supplied demand.
What critics are saying
- Reuters on July 19, 2026 reported 839 U.S. cuts, signaling consumer weakness.
- Samsung faces Collision Communications’ $450 million verdict and possible injunction pressure in 2026.
- Samsung’s January 2026 ZTE FRAND case dismissal shows weak monetization leverage in standards disputes.
What makes Samsung unique
- Samsung spans memory chips, foundry, and devices, enabling tight hardware-software integration.
- On August 4, 2026, Samsung unveiled V10 Bonding V-NAND with 400-plus layers.
- Samsung’s Silicon Valley SSIC keeps open-innovation partnerships across health, IoT, and cloud.
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Benefits
Comprehensive healthcare: Medical, Dental, Vision, Employee assistance program, Telehealth services
Work life success: PTO, FlexTime, FlexPlace, FlexYourFriday
Financial wellness: Health savings account, Flexible spending acounts, 401(k), Student loan support, Tuition assistance
Family first: Pregnancy support, Adoption assistance program, Paid child caregiver leave, Milk stork, WINFertility
Incentives: Fitness reimbursement, Annual physical. Preventative screenings, Lifestyle management
Company News
South Korean chip stocks led an Asian semiconductor selloff on Wednesday as rising bond yields intensified concerns over Big Tech spending. The Kospi index plunged as much as 6.8%, with Samsung Electronics and SK Hynix each falling over 7%. A Bloomberg gauge of Asian semiconductor stocks declined more than 2%. Japanese chipmakers also suffered, with Kioxia Holdings dropping up to 11%, while Tokyo Electron and Advantest also fell. The losses followed declines in US semiconductor and AI-related shares as inflation worries and rising government debt kept bond yields elevated. "Higher rates and geopolitical risk are making investors less willing to pay a premium for that growth," said Jung In Yun, chief executive officer at Fibonacci Asset Management Global.
Samsung Electronics is reportedly raising prices for advanced foundry services by up to 15% amid surging AI chip demand. According to Reuters, prices for Samsung's SF4 and SF5 processes increased by as much as 15%, whilst 8nm process prices rose nearly 10%. Chinese customers are reportedly facing some of the steepest increases. The move follows reports that TSMC is also considering rate hikes of up to 10% across all chip nodes starting January 2027. TSMC's capacity constraints have created opportunities for Samsung, with the Taiwanese company's 3nm capacity booked through 2027 and its 2nm output for 2026 already claimed by customers including Apple, Nvidia, and AMD. Major technology companies linked to Samsung's foundry operations include Apple, Nvidia, Google, Broadcom, Qualcomm, and Meta.
Samsung Electronics has expanded its Advanced Foundry Ecosystem through a collaboration with Movellus Circuits focused on AI and high-performance computing chip designs. The partnership makes Movellus' Aeonic IP platform available to Samsung Foundry customers targeting advanced process nodes for power optimisation and telemetry. AI and HPC system-on-chip designers can now licence additional IP through Samsung Foundry to support performance, reliability, and efficiency objectives. The deal positions Samsung's foundry offering within the broader tech industry as AI hardware development continues. For Samsung, bringing Movellus' power and telemetry IP into its SAFE ecosystem supports its strategy around AI and high-performance memory as key business drivers. The collaboration could help attract more complex AI and HPC designs to Samsung's foundry alongside its HBM4E and PCIe 6.0 server products.
Samsung has partnered with Idomoo to integrate the Lucas AI Video Agent into Samsung's Visual eXperience Transformation Content Management System. The collaboration enables businesses to create fully produced videos directly within their digital signage platform using simple text prompts, requiring no technical skills. Lucas handles the entire video production process, including script, animation and voiceover. Users can upload their own media and save videos directly to VXT Canvas. The tool aims to reduce the cost and complexity of traditional video creation whilst keeping digital content fresh and engaging. The integration is designed for enterprise use, featuring hyper-personalisation, localisation, avatars and analytics, with ISO-level security. Idomoo clients include JPMorganChase, Verizon and American Airlines, with personalised videos reportedly driving 1.5 times higher engagement.
Netlist and Samsung have settled their patent dispute and signed a licensing agreement. The companies announced the resolution while two US International Trade Commission investigations into Samsung memory products were ongoing, with one set for a November 2026 hearing. The settlement announcement did not explicitly confirm whether these ITC cases would be withdrawn. Netlist, which has generated $1 billion in revenue since its founding, holds more than 100 patents. The financial terms of the agreement were not disclosed.