We are Samsung, one of the most iconic and recognized consumer electronics brands around the globe! Samsung is known for raising the bar with each new endeavor. We are not just committed to winning as individuals, but winning as a team.
This role will own & run In-Store Customer Care Services for a Samsung-branded Service location. The Manager of In-Store Service will be accountable for overall store services: customer service, repair operations, parts operations, vendor, employee and budget management. He/she will manage overall technical training processes, results & oversight, and will be responsible for all F2F service employees training team process improvements & project management. The ideal candidate will be an inspirational leader, problem solver, and operations expert and have a passion for driving the best customer experience in a retail environment.
Role and Responsibilities
Perform store operational duties of scheduling and assigning employees, and following up on work results.
Conduct pro-active analysis to improve service KPIs, business processes & cost-influencing factors.
Manage vendor relations with Outsourced & RFT employees working on-site within Samsung facility.
Drive customer experience expectations and execution of best customer service journeys. Coordinate customer-facing Front of House activities with Back of House repair operations.
Resolve all customer escalations related to customer service, product quality & repair process, with the goal of first time resolution.
Manage the logistics of product samples, hotel arrangements, technical trainer schedules and including all event management of external events hosted by training team.
Maintains operations by initiating, coordinating, and enforcing program, operational, and personnel policies and procedures
Project Management of all service related improvements & special divisional projects
Must have ability to adapt to ever changing Customer Care landscape.
Plan and coordinate delivery of repair training to Back of House staff, and Front of House Care/Service diagnostic training. Results of Training are summarized and reported, certifications managed, feedback given to trainer and Mgr.
Regular meetings with Field Svc, Field Admin, PI & Product Support members.
Reports/projects and communications are complete on time, are accurate, and distributed properly
Daily task follow-up, project management & ensure timely completion of all pending tasks by all task owners.
Up to 20% travel requirement throughout the US for location visits, training, meetings, etc.
Skills and Qualifications
B.S. degree in a technology or business related field and/or 5-7 years of experience in retail and/or service store management.
Advanced in Microsoft Office Suite (Powerpoint, Excel and Access) and have excellent database management skills.
Experienced in project management, problem solving skills & excellent follow-up.
Excellent organizational and communication skills both written or verbal (heavy data reporting of results)
Good presentations skills in front of all size groups, vendors and servicers.
Able to influence without authority & support locations on-site and remotely.
Direct SVC Team Work remotely with Direct SVC operations team
Retail Operations Collaborate with Front of House partners & achieve common goals related to customer satisfaction, sales & NPS.
VOC Work directly with Service VOC to resolve escalated customer issues.
Marketing Awareness of all product features, promotions, retail outlets & support channels
External Retail Partners Partner with near-by retail companies to drive additional repair volume into Samsung location.
Samsung Electronics America provides Equal Employment Opportunity for all individuals regardless of race, color, religion, gender, age, national origin, marital status, sexual orientation, gender identity, status as a protected veteran, genetic information, status as a qualified individual with a disability or any other characteristic protected by law.
* The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.