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Sr. Director, Service Operations
Samsung
Ridgefield Park, NJ, United States
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Position Summary
Samsung’s vision is to create a best in class customer experience which will be the focal point of the enterprise. Our desire is to be known by consumers, retailers, service partners, and internally as the best service fulfilment organization in the United States. We seek a Director of Service Operations to run, re-engineer and improve the field network management function overall. In this role, you will manage, govern, and optimize a complex and extensive network of service providers. Our ideal candidate prioritizes customer experience and the customer journey in their strategic approach; aggressively recommends change; and brings process innovation. Do you deal well with LOTS of moving pieces/parts/people; move mountains to overcome challenges; build credibility and consensus to navigate organizations through change? Then we want to hear from you.
Role and Responsibilities
Key Responsibilities
• Lead the development and implementation of a Field Service strategy and its operational execution that delivers value to the customer and results in revenue & profitability for the company.
• Own the customer satisfaction of field operations, ensuring that resources are rapidly dispatched, qualified and/or certified, and enabled with tools to perform service tasks the “first time right.”
• Lead and manage a sizable team of regional service managers and network management professionals
• Optimize the service network; identifying and solving for gaps in coverage and evaluating service providers large and small.
• Provide governance to the network of service providers; insures adherence to new policies and procedures; coordinates qualifications via the product support team, and collaborates with HQ to solve complex business issues.
• Understand market changes to ensure the business remains relevant and profitable.
• Establish & manage relationships with key internal and external stakeholders (Marketing, Logistics, GBM, Etc.)
Skills and Qualifications
Experience Requirements
• Bachelor's Degree with 15+ years of directly related experience in field service or service network operations (ideally dispatching technicians into a customer's home)
• Experience in a production and/or repair environment inclusive of MRP and Inventory management applications such as SAP or PeopleSoft
• Demonstrated ability to balance operations and implement strategic/innovative solutions
• Project and program management expertise
• Team/People management inclusive of both day to day coaching with an emphasis on career development
Other Professional Attributes
• 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.
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