Position Summary

Why join our team?
The European European MX Service Network, Junior Manager will join the team of European MX Service & Product Quality, which belongs to the department of European Customer Satisfaction Operations team.

ECSO (European Customer Satisfaction Office) reports to the Customer Satisfaction group in HQ in Korea, and is a key RHQ (Regional Headquarters) to function across 16 Subsidiaries for 35 countries in European region.

Located in Chertsey, Surrey, seeking individuals keen on advanced technologies, fast pacing tech environment, market-leading products and thrilled on the idea of creating positive impact and drive innovation.

Role and Responsibilities

Your key responsibilities:Main scope of the role is to align the communications, the tasks and actions, and act as information point for the 16 technical support teams of European Subsidiaries, owning key responsibility for alignment across the European Service Network infrastructure, and to build improvement plans, ensuring planning execution and defined outcomeKey responsibilities include close collaboration with the European Field Service teams and SVC Network Audit team in ECSO, to ensure continuous updates on status of Service Network partners and verify accurate reflection on all Samsung systems and dashboards, and release a monthly Report of Service Network Updates. Also, responsibility for capturing SVC Operations activity on data analysis and establish monitoring and alerting practisesSupport the existing and new Service Network projects, and contribute on key Network Optimisation and Network Expansion projects, as per Business StrategyResponsibility on creating and maintaining the Service Business documentation and G-DOCs and all related consolidation of Service Network Updates Report, and ensure compliance at best potentialValidation of key Network health points, identification of potential risks or misalignment and engage the corresponding teams and communication with European subsidiaries and HQ to ensure effective and timely resolutionCoordinate analysis and reporting of issues affecting operations effectiveness, success, including Benchmarking practises, potential need for new G-DOCs, new field trends and tech/eco implementation practises, and correlate 3rd party issues that potentially influence or affect the Service Network performanceAnalyse and monitor on weekly and monthly basis the data related to Key Performance Indicators and provide insights, that link Product Performance to field operations and “read” trends and report to key partners in PQ team and HQ for alignment, adjustments or redesign on strategy and action plansSupport forthcoming new technology developments across the EU Service NetworkCollaborate closely with the Service Delivery PICs in ECSO and across European Subsidiaries with alignment of Service Policy Adherence and operation, to ensure best potential for driving customer engagement and satisfactionContribute on the weekly conference calls with Subs by participating updates and actions for alignment and follow up, in collaboration and alignment to EU MX Product Quality PIC & MX SVC Operations PIC for joint efforts and holistic coverage on EU MX partEuropean travel may be required occasionally subject to business needs

What we need for this role:Knowledge and understanding on Data analysis, Business management. Business operations, Compliance to EU Regulations and Company policies – previous experience would be an advantageUnderstanding of Mobile business, Mobile product in market, Mobile operations and services, Mobile Care over Lifecycle. Familiarity with the field support channels and related terms NPS, UX would be idealUnderstanding of industry standard important metrics along with correlation to the day to day activities such as Mobile Care, NFF%, Defect%, CRRR% (Bounce Ratio), OOW/IW – desired but not essential for the roleUnderstanding of trends on graphs/charts, and willing to learn moreExperience on participating on agile projects or working under agile practisesPassionate about technology and innovationFlexible & agile to adapt to workload changesCommunication skills & open minded approach is a mustComfortable with Microsoft Excel, Word and Power PointExcellent English, oral and written – other language skills is an advantage

Skills and Qualifications

What does success look likeLAnalytical & practical skillsWilling to learn, and learn moreAttention to detail & target precisionSelf motivated & ProactiveEnthusiastic & Can-do attitudeComfortable to work remotely and engage other functions/regionsComfortable to work in a fast-paced environmentThe candidate would potentially acquire a confident view on Product Lifecycle projects & Service operations and timeline needs over product lifecycle and market seasonality, close collaboration and engagement with key major European partners and the corresponding PIC in 16 Subs, and would have good understanding on consolidating driving factors and improvement needs on the fieldSuccess to be measured based on efforts, engagement levels, contributions on the regular weekly activities the efficiency of actions and effectiveness on communications and escalationsPrimary and weekly achievement would include communications with the key partners in MX SVC&PQ team, Subsidiaries and HQ, follow up on actions plans and awareness on key team critical metrics trendsProactive attitude, progressive approach, enthusiastic for improvement, eager on permanent solutions and good relationship establishment would be the ideal behaviours to succeed in this role

Why join our team?

The European European MX Service Network, Junior Manager will join the team of European MX Service & Product Quality, which belongs to the department of European Customer Satisfaction Operations team.

ECSO (European Customer Satisfaction Office) reports to the Customer Satisfaction group in HQ in Korea, and is a key RHQ (Regional Headquarters) to function across 16 Subsidiaries for 35 countries in European region.

Located in Chertsey, Surrey, seeking individuals keen on advanced technologies, fast pacing tech environment, market-leading products and thrilled on the idea of creating positive impact and drive innovation.

Your key responsibilitiesMain scope of the role is to align the communications, the tasks and actions, and act as information point for the 16 technical support teams of European Subsidiaries, owning key responsibility for alignment across the European Service Network infrastructure, and to build improvement plans, ensuring planning execution and defined outcomeKey responsibilities include close collaboration with the European Field Service teams and SVC Network Audit team in ECSO, to ensure continuous updates on status of Service Network partners and verify accurate reflection on all Samsung systems and dashboards, and release a monthly Report of Service Network Updates. Also, responsibility for capturing SVC Operations activity on data analysis and establish monitoring and alerting practisesSupport the existing and new Service Network projects, and contribute on key Network Optimisation and Network Expansion projects, as per Business StrategyResponsibility on creating and maintaining the Service Business documentation and G-DOCs and all related consolidation of Service Network Updates Report, and ensure compliance at best potentialValidation of key Network health points, identification of potential risks or misalignment and engage the corresponding teams and communication with European subsidiaries and HQ to ensure effective and timely resolutionCoordinate analysis and reporting of issues affecting operations effectiveness, success, including Benchmarking practises, potential need for new G-DOCs, new field trends and tech/eco implementation practises, and correlate 3rd party issues that potentially influence or affect the Service Network performanceAnalyse and monitor on weekly and monthly basis the data related to Key Performance Indicators and provide insights, that link Product Performance to field operations and “read” trends and report to key partners in PQ team and HQ for alignment, adjustments or redesign on strategy and action plansSupport forthcoming new technology developments across the EU Service NetworkCollaborate closely with the Service Delivery PICs in ECSO and across European Subsidiaries with alignment of Service Policy Adherenceand operation, to ensure best potential for driving customer engagement and satisfactionContribute on the weekly conference calls with Subs by participating updates and actions for alignment and follow up, in collaboration and alignment to EU MX Product Quality PIC & MX SVC Operations PIC for joint efforts and holistic coverage on EU MX partEuropean travel may be required occasionally subject to business needs

What we need for this role

To be successful, you will possess the following skills and attributes:

Knowledge and understanding on Data analysis, Business management. Business operations, Compliance to EU Regulations and Company policies – previous experience would be an advantageUnderstanding of Mobile business, Mobile product in market, Mobile operations and services, Mobile Care over Lifecycle. Familiarity with the field support channels and related terms NPS, UX would be idealUnderstanding of industry standard important metrics along with correlation to the day to day activities such as Mobile Care, NFF%, Defect%, CRRR% (Bounce Ratio), OOW/IW – desired but not essential for the roleUnderstanding of trends on graphs/charts, and willing to learn moreExperience on participating on agile projects or working under agile practisesPassionate about technology and innovationFlexible & agile to adapt to workload changesCommunication skills & open minded approach is a mustComfortable with Microsoft Excel, Word and Power PointExcellent English, oral and written – other language skills is an advantageBSc or equivalent degree in Business administration, Business management, Engineering, or relevant field, or similarly relevant work experience

What does success look like?Analytical & practical skillsWilling to learn, and learn moreAttention to detail & target precisionSelf motivated & ProactiveEnthusiastic & Can-do attitudeComfortable to work remotely and engage other functions/regionsComfortable to work in a fast-paced environmentThe candidate would potentially acquire a confident view on Product Lifecycle projects & Service operations and timeline needs over product lifecycle and market seasonality, close collaboration and engagement with key major European partners and the corresponding PIC in 16 Subs, and would have good understanding on consolidating driving factors and improvement needs on the fieldSuccess to be measured based on efforts, engagement levels, contributions on the regular weekly activities the efficiency of actions and effectiveness on communications and escalationsPrimary and weekly achievement would include communications with the key partners in MX SVC&PQ team, Subsidiaries and HQ, follow up on actions plans and awareness on key team critical metrics trendsProactive attitude, progressive approach, enthusiastic for improvement, eager on permanent solutions and good relationship establishment would be the ideal behaviours to succeed in this role

Benefits of working at Samsung include

Partner Colleague

Hybrid working – 3 days in the office and 2 days at home per weekBonus scheme linked to individual, team and company performancePension contributionThree volunteering days each yearHoliday - 25 days plus bank holidays and an additional day off for your birthdayAccess to discounts on a wide range of Samsung productsAccess to a discount shopping portalPartner Colleagues are not eligible for Samsung Enhanced Paid Sick Leave but may be eligible for statutory payments from their payroll agencyUp to 20 (pro-rata) Partner Absence days per calendar year to be used in times of need

A note on equal opportunities:

We are an equal-opportunity employer and value diversity at our Company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status or disability status.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

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