Field Operation and Technical Support Manager
4 semanas atrás
Who are we?
Samsung Electronics has grown into one of the world's leading technology companies, recognized as one of the top 5 global brands. As a global leader in technology, we are transforming the world with the creativity and diversity of our talented people who drive this transformation.
Our company's success reflects the determination and talent of our people, aligned with our key corporate values: People, Excellence, Change, Integrity, and Co-prosperity. Our mission is to help people achieve the impossible.
We are inspired by what people want to accomplish in their lives and work to create products that empower them in new ways. This drive fuels our innovation.
Join us at Samsung and find your opportunity to do what you can't.
Looking for more? Visit our website www.samsung.com or our career page HERE
Job Overview:
We are looking for one person to join our team in Customer Satisfaction. This new employee will be responsible for optimizing authorized networks, conducting regular visits, analyzing problems, and implementing metrics to enhance customer experience. They will manage indicators and KPIs to identify weaknesses, propose improvements, and disseminate best practices across centers and countries.
Key Job Responsibilities:
- Develop a visit schedule for each authorized network and manage visits to improve the network based on a checklist.
- Provide the best customer service by improving authorized networks and repair engineer skills. (All product divisions – Carry in and Pickup Service, including and especially In-Hone Services)
- Analyze issues/problems for each authorized network based on visit results and implement a metric to improve each issue/problem.
- Manage an indicator for each authorized network, analyze why there is a weakness, and resolve the issue.
- Examine best practices from an authorized network and increase operational efficiency by propagating them to other authorized networks.
- Analyzes field operation issues of authorized service centers based on the result of visits, and supports the implementation of improvement activities to enhance the major customer satisfaction metrics.
- KPI management by the service center to identify the issues and propose new activities to improve the service center's processes, to finally have a better customer journey and partner efficiency.
- Organize the best practices of centers/countries and apply them to different partners and countries.
Requirements:
- Bachelor's degree in Engineer (Electrical, Mechanical, Industrial, Process, Material, etc.) or Administration.
- Strong understanding about Customer Experience
- Advanced skills in Excel and PowerPoint
- Fluent English and Spanish level;
- Available for travel according to the plans and business necessity
Why is Samsung Electronics the place to be?
Join a Global Team
Work with a dynamic and diverse team, constantly interacting with different cultures.
Tackle Big Challenges
Our history is built on overcoming challenges and striving for excellence. Join us in pushing the boundaries of technology and innovation.
Shape the Future
Collaborate in an open, innovative environment where your ideas come to life, creating products that redefine the future.
Make an Impact
Contribute to groundbreaking technologies that improve lives and support communities worldwide. At Samsung, your work truly makes a difference.
Benefits:
- Comprehensive health and wellness programs
- Professional development opportunities
- Opportunities for career advancement
- Global networking and collaboration
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