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Director, Service Operations (327826)
Samsung
Ridgefield Park, NJ, United States
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General Description
Responsible for managing and providing strategic direction to SEA's Customer Care business. This role will serve as the operations lead between cross-functional leaders to ensure all SEA operations meet customer requirements and internal deadlines. This role will provide solutions that meet SEA's business objective and deliver on a timely basis with superior quality. Directs activities that fully impact a work unit within a function or business unit or sub-function within the organization. Provides short to medium-term tactical direction and operational oversight. May specify new products, processes and standards to support corporate strategies including the interpretation and application of broad policy guidelines. Leads the financial performance and/or efficiency and effectiveness of a business or functional unit. Frequently influences the decisions made by the organization's leadership. Manage and develop more junior Operations staff. Provide strategic direction to SEA's Customer Care business. Leads team of Service Account Managers (SAMs) assigned to strategic carrier business partners. Negotiates Customer Care related prices and terms and conditions in co-operation with Sales and understands the impacts of those agreements on warranty costs and/or other Customer Care business impacts. Analyze data through SAP and PES to present weekly/monthly status reports of the Operations department. Communicate effectively and work cooperatively with production planning team, procurement team, localization team, IQA, and RSI to ensure all issues are reported properly to management and HQ. Collect operation data and information to continuously improve processes and enhance outcomes. Assist with the coordination of systems maintenance and implementation. Manage processes and best practices to improve efficiencies and effectiveness of SEA operations. Develop the budget for the Operations department. Has responsibility for the operational performance of the department. Directs the resolution of complex operational and organizational problems.
Necessary Skills / Attributes
Bachelor's Degree with 15+ years of directly related experience is required. Prior experience in in a production and/or repair environment required. Prior experience managing Operations staff required. Prior experience in the telecommunications industry preferred. Proficiency with MS Office products required. Experience with MRP and Inventory management applications such as SAP or PeopleSoft required. The ability to plan, organize and prioritize multiple activities. Demonstrated competency in persuasive communication skills using both oral and written modes for internal and external personnel at all management and staff organizational levels to obtain critical project decisions. Plan, organize and prioritize multiple complex assignments and projects. Read and interpret detailed and complex technical documentation. The ability to lead a team of employees to a common goal. Ability to work in a team environment, in order to achieve personal and project team goals and to complete projects within established time frames. The ability to accept tasks and problems/situations that differ, requiring creativity to search for solutions among learned consequences. Only broad and general guidelines exist for solving problems. The ability to utilize implied knowledge of task alternatives and to make spontaneous decisions using past experience and the guidance of successful experiences of others. Ability to negotiate on behalf of function to come to agreement by managing communications through discussions and compromise; issues are long-term operational, tactical and strategic in nature.
Company Information
Since being established in 1969, Samsung Electronics has grown into one of the world’s leading technology companies and has become recognized as one of the top 10 global brands. Samsung is currently ranked #2 on Forbes’ “Most Reputable Tech Companies” for 2016 and #6 on Interbrand’s "Best Global Brands” list for 2017.Our network extends across the world, and Samsung takes great pride in the creativity and diversity of its talented people, who drive our growth. As a result of our commitment to innovation and unique design, the Samsung organization is one of the most decorated brands in the electronics industry.
Headquartered in Ridgefield Park, N.J., Samsung Electronics America, Inc. (SEA) is a recognized innovative leader in consumer electronics, mobile devices and enterprise solutions. A wholly owned subsidiary of Samsung Electronics Co., Ltd., SEA is pushing beyond the limits of today’s technology and providing consumers and organizations with a portfolio of groundbreaking products in appliances, home entertainment, Internet of Things, mobile computing, smartphones, virtual reality, wireless infrastructure and wearables, in addition to offering leading content and services related to mobile payments, 360-degree VR video, customer support and more. Samsung is a pioneering leader in smartphones and HDTVs in the U.S. and one of America’s fastest growing home appliance brands.
Samsung's philosophy is based on our strong determination for growth, perpetual innovation and responsibility to corporate citizenship. As part of our Samsung Gives philanthropic platform, we offer companywide Days of Service, a volunteer time off program, and an employee giving match program, so our employees can support causes that are closest to their hearts and choose how they want to give back. Since 2002, Samsung has provided more than $46 million to more than 1,000 public schools and community organizations in the United States through its many citizenship initiatives, including the STEAM-education based Solve for Tomorrow Contest.
At Samsung we work hard – every day. It is a fast-paced and challenging work environment, and we are a nimble team that constantly pushes ourselves to be the best. If you have energy, passion, dedication and drive, and you thrive in a fast-paced workplace, the rewards at Samsung are many. Apply today and find out why LinkedIn ranked us as one of North America’s Most InDemand Employers in 2015.
Samsung Electronics America provides Equal Employment Opportunity for all individuals regardless of race, color, religion, gender, age, national origin, marital status, sexual orientation, status as a protected veteran, genetic information, status as a qualified individual with a disability or any other characteristic protected by law.
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