Senior Manager, DTC SVC Accts bei Sec

Position Summary

Headquartered in Englewood Cliffs, N.J., Samsung Electronics America, Inc. (SEA), the U.S. Sales and Marketing subsidiary, is a leader in mobile technologies, consumer electronics, home appliances, enterprise solutions, and network systems. For more than four decades, Samsung has driven innovation, economic growth, and workforce opportunity across the United States—investing over $100 billion and employing more than 20,000 people nationwide. By integrating our large portfolio of products, services, and AI technology, we’re creating smarter, sustainable, and more connected experiences that empower people to live better. SEA is a wholly owned subsidiary of Samsung Electronics Co., Ltd.
To learn more, visit Samsung.com. For the latest news, visit news.samsung.com/us.

Role and Responsibilities

Manage service partner relationships and work with partners to meet target KPIs and expansion goals within the Service Network to enable MX Care’s strategy implementation

• Identifies current and future customer requirements by establishing rapport with potential partners to support our customer base.
• Accountable for overall partner relationship, repair operations, parts operations, strategy implementation, vendor, employee, and budget management.
• Manage overall DTC partner programs, strategy, day-to-day ops, results & oversight.
• Responsible for all internal & external team communications, process improvements & project management.
• Achieve service/repair, customer KPI goals & Revenue Budgets
• Must work in partnership with Service Partner, Marketing & Retail Ops team, Training, and Supply Chain.  In addition to Care leadership for direction.
• Cross-functional across multiple departments to drive Samsung technical knowledge & training initiatives across all CSD stakeholders.
• Conducts proactive analysis to improve service KPIs, business processes & cost-influencing factors.
• Manage vendor relations with Outsourced & employees working on-site within partnerships.
• Resolve all customer escalations related to customer service, product quality & repair process.
• 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 the ability to adapt to an ever-changing Customer Care landscape.
• Contract analysis & enforcement of partnerships.
• Improvement & Business Reviews – Workshops to improve scope & partnerships.
• Support Independent Service Network management and expansion
• Oversees Self-Repair Program and ensures compliance.

• All emails answered within 1 business day
• Reports/projects are complete on time, are accurate, and are distributed properly
• Achieve first-time resolution with all customers
• Daily task follow-up, project management & ensure timely completion of all pending tasks by all task owners.
• 20% travel requirement throughout the US for location visits, training, meetings, etc.
• Project Management & weekly re-cap reporting
• Ability to manage a business rhythm and maintain a weekly schedule, which enables flexibility & partner touchpoints
• Facilitate vendor meetings & quarterly business reviews
• Must be located in the DFW Area.

Skills and Qualifications

Minimum Qualifications:

• B.S. degree in a technology or business-related field and/or
• 8+ years of experience of Service partner management, P&L management, and retail strategy.
• 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 and verbal (heavy data reporting of results)
• Good presentation skills in front of all sizes of groups, vendors, and servicers.

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