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Senior Director, Service Dealer Accounts
Samsung
Ridgefield Park, NJ, United States
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Position Summary
Reporting to the VP of Service, Home Appliance & Consumer Electronics and based in Ridgefield Park, NJ, the Senior Director Services, Strategic Accounts (The Home Depot, Lowes, Best Buy, Dealers, Regional Accounts) is a customer facing role responsible for providing the strategic direction, leadership, and execution of key accounts service. In this role, you will interface with Channel Partners at the executive level to deliver on Services and Customer Satisfaction KPIs; help resolve channel escalations, as well as, oversee the negotiation of service contracts. This leader will manage a team driving world class customer service and be responsible for managing the growth of the Samsung extended warranty program.
Role and Responsibilities
Other Key responsibilities:
• Manage a team of Strategic Accounts Managers and a Returns Organization that will execute day-to-day delivery of service, product training and support, returns processing and policy and procedure compliance.
• Develop and maintain the SLA’s for the Customer Support, with the intention of increasing satisfaction and reducing per transaction expense for the organization.
• Develop overall Strategic Services Roadmap that enables better service and quality, and cost reduction with key channels
• Develop and maintain executive level relationships with service leadership at key accounts
• Set the strategic direction for the Samsung extended warranty program. Ensuring rapid growth, leading vendor selection and program management
• Communicate with internal Sales and Marketing leadership in regards to strategic goals and direction
• Develop and achieve KPI goals for our key national accounts
• Initiate new programs that allow Samsung to increase the overall brand and effectiveness with channels
• Develop new training programs that help reduce returns and damage of our products
• Negotiate and manage agreements with self-servicing dealers that balance cost and quality
• Create and implement Returns reductions programs with key customers
• Develop and oversee audits for the performance of dealer practices with regard to handling of product, concealed damage, stock screening, returns, and DOA
• Support sales/marketing with technical issues as well as quality items from Dealers
• Create and implement Consumer Electronics and Home Appliance extended warranty programs Performance Standards (How will duties be measured)
• Ensure optimal network coverage for dealer stores
• Maintain CSD KPI service goals and cost targets
• Manage VOC escalations to targeted goals
• Reduce defect ratio and DOA returns
• Rapid completion of the evaluation process
• Analyze and resolve quality issues in a timely manner, controlling service costs and minimizing delay of product shipments
• Monitor field activity by sampling dealer claims on a monthly basis and taking appropriate action as needed
• Attend training both local and overseas as required
• Achieve extended warranty revenue and profit targets
Skills and Qualifications
THE PERSON
Experience and Qualifications
• Bachelor’s degree in Business or Engineering, and/or the equivalent experience in the electronics and appliance service industry required
• Minimum of 15 years of experience in a managerial/supervisory/project management position
• Expertise in managing remote employees
• Minimum of 10 years of experience in the electronics and/or appliance repair industry
Necessary Skills / Attributes
• Executive level communications skills
• Strong time management and organizational skills
• Ability to work in a fast-paced environment
• Ability to multi-task
• Excellent Microsoft Office skills (Excel, Word, PowerPoint)
Leadership Competencies:
Achieving Excellence: Seamless Collaboration & Drive for Execution
Self-Management: Integrity & Learning Agility
Preparing for the Future: Visionary Leadership & Leading Change & Innovation
Enhancing Engagement: Empowering with Accountability & Building Trust
Growing People: Talent Acquisition & Talent Management & Development