B2B Service Manager

Job description / Role

Purpose of the job:

B2B Service Manager will be responsible for directing, managing, planning, organizing, and implementing departmental goals, objectives and strategies to achieve B2B service excellence and customer satisfaction.

Key Objectives:

• Prepare B2B service strategy for mid and short term based upon B2B Sales
• Efficiently manage Service deliverables to B2B Service Partners of SGE
• Identify service partners based upon B2B sales and increase the service Network
• Provide support to sales/ partners by providing customised service solutions.
• Manage extended warranty and service packs

Position Responsibilities:

• The B2B Manager is responsible for directing, managing, planning, organizing, and implementing departmental goals and objectives.

• Develop and implement B2B Service strategies and technologies which optimize the cost effectiveness and reliability of resources.

• Monitor Key Performance Index of all B2B Service Centers
• Make a routine visit to B2B distributor/ projects to check the actual service situation and listen to their requirements/VOCs.
• Co-work with B2B Sales team to finalize RFPs/SOWs on projects.

• Monitor Key Performance Index of all Service Centers
• Identify key opportunities to extend service network in each country by product.

• Plan and manage Technical trainings for ASCs and conduct evaluation.

• Provide on Job training, mentoring and coaching to team members.

• Create and maintain an environment that encourages input from subordinates

• Act as liaison between Senior technical Manager and Support functions/departments

• Carry out other tasks and assignments that are deemed within the B2B Service manager
Competency, and as laid down in Samsung’s processes and procedures.

Requirements

Qualifications
• Experience, Education and Licensure

- At least 5-10 years of extensive experience in Service operation and management.
- Graduate - Bachelor Degree in related discipline
- Local / GCC Experience is a pre-requisite.
- Good networking with the local industry
- Result driven, hands on, dynamic with ability to work under pressure.
- Strong interpersonal, communication and presentation skills and a good negotiator•

About the Company

Samsung Electronics Co., Ltd. is a global leader in technology, opening new possibilities for people everywhere. Through relentless innovation and discovery, Samsung is transforming the worlds of TVs, smartphones, tablets, PCs, cameras, home appliances, printers, LTE systems, medical devices, semiconductors and LED solutions. Samsung employs 286,000 people across 80 countries with annual sales of US$216.7 billion.