Service Manager

Job description / Role

Purpose of the job:
- Manage Field Service Operations in Oman/ Assigned country
- Monitor and control Service KPI in these country
- Optimize/ Increase network based upon Samsung logic

Key Objectives:
- Manage ASCs, their service KPI
- Monitor, take measures to improve customer satisfaction
- Understand, monitor ASC P&L
- Manage Service cost effectively
- Service network expansion
- System support (COSMOS/ GSPN/ XML)
- Auditing/ Claim Validation
- Understand Country’s consumer protection law and make sure Samsung comply to it
- Maintain relation with local government authority related to consumer protection

Position Responsibilities:

Key Performance Index (KPI)
- Monitor Key Performance Index of respective country
- Review Daily Service Job every morning and follow up with ASCs/ GCS/ Tech Support for delay repair cases
- Download LTP (Long Term Pending), TAT and other KPI reports from system (BI/COSMOS/CIC), monitor it and follow with ASCs to achieve superior KPIs
- Analyse pending jobs on a daily/weekly/ monthly basis and share the reasons/ improvement plan with Field Service Manager/HOD
- Check daily VOC status and suggest resolution to close pending cases after discussion with Management
- Monitor Call Concentrate Ratio and educate ASCs on how to improve it
- Check Service Coverage Ratio for your territory against each product category

Service Network
- Check Service Network status based upon yearly Service Network logic and expansion plan
- Ensure Service NW is expanded as per the plan else suggest alternative measures
- Follow monthly ASC Evaluation results and make sure all CSPs are falling “A” grade and ASCs under “B” or “C” grade
- Prepare improvement plan and initiate it for poor performing CSP/ASCs
- Manage Profit & Loss sheet for all CSPs, gross of Warranty income for ASCs and suggest how loss making CSP/ASCs can improve their operations to management

Others
- Prepare monthly ASC visit schedule and meet with middle management of ASCs to discuss Service Status
- Meet Country’s Consumer Protection officers and make sure Samsung comply with local regulations
- Visit Samsung shops on regular interval and ensure Service awareness is there, it can be achieved by making sure enough Service POP is available in shops
- Prepare monthly status report and share with management which should include KPI Status/ activities of the region along with Competitor’s status.
- Being first contact point make sure ASCs all concerns are acknowledged and solution is being provided/under process by concerned department of Samsung
- Make sure AR is received by due date and AP is paid in time to ASCs to avoid any monitory implication to both parties
- Manage the “projects” assigned by management to meet department objectives
- Plan and manage to increase Samsung branding opportunities like: Vehicle branding, signage modification, window graphics etc

Requirements

- 5+ Years of extensive experience in Customer service/ Technical Support/ Operations with a reputed Consumer Electronics company
- Graduate/ Graduate Engineer/ Diploma in Engineering
- Ability to perform and work under different conditions and a team player
- Existing experience in GCC
- Good networking with the local industry
- Demonstrated ability to manage multiple partners
- Self starter being able to work under minimum supervision

Relationship:
- Reports to Field Operations Head and Customer Service Head

Coordination with:

SEC-HQ:
- System issues and policies

GCS RHQ:
- System issues and policies

SGE Customer Service Team:
- Cost - for Return/ warranty related issues
- Parts Support Group - for Parts availability status for return related issues.
- Technical Support Group - for Technical return validation and approval
- Call Center Group - for customer assistance request and voice of customer
- Warranty Team - Data reliability by ASC

Language Skills:
- Ability to read, analyzes, and interprets technical reports, data and studies.
- Ability to respond to common inquiries or complaints from customers, distributors, or members of the business community.
- Ability to effectively present information to top management, public groups and/or clients.

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.