Position Summary

At Samsung Electronics Canada, we take pride in the creativity and diversity of our talented people – they are at the forefront of everything we do. Their skillset and mindset drive our continued success. We want the best of the best at Samsung to join our team, not just those who fit into our Culture but those who will ADD to our Culture and make Samsung an even better place to work.

Did we catch your attention yet?

If you want to work for one of the most recognized brands in the world and one of the Top 100 Employers in Canada...and have a ton of fun…. then please keep reading!

Our Perks:
• Fantastic employee discount on all Samsung products
• Competitive Salary and Performance based incentive plan for all levels
• Employer paid Medical and Dental coverage from day one
• Group RRSP plan that helps you save for the future
• Free on-site gym to get your sweat on
• Subsidized Cafeteria; including free Starbucks coffee/latte machine
• 4-day in-office work schedule Monday through Thursday – with Friday remaining a flex day to work remotely
• Tuition Reimbursement to keep you learning/Access of Samsung U for 24/7 online learning
• Employee Referral program- we want great talent like you!
• Virtual Pet Care-to ensure the well-being and health of your beloved furry companions!
• Additional Well Being Days for better work life-balance!

The Senior Manager, Home Electronics & Digital Appliances Service Operations is responsible to manage the field operation to ensure service level standards are met or exceed both Samsung Electronics Canada (SECA)/Samsung organization and customer expectations. Support budget, Service Level Agreements (SLA's), operational and service quality. Develop new and maintain existing service network partners relationships while seeking new service innovation and differentiation within the operations supported.

Manage and execute processes and projects related to improvement and/or development of new internal and/or external business functions within the operations supported, such as optimizing service network, ensure service coverage is available in all strategic cities and support carrier specific programs that ensure Samsung Consumer Electronics customers receive high level of service support and customer satisfaction, including in-home and walk-in service.

Oversee all recruiting and organizational changes within the field operations supported, identify, plan, and initiate on any inefficiencies or opportunities as foreseen. The Senior Manager, Home Electronics & Digital Appliances Service Operations establishes adequate service process and policies and makes sure employees and service partners abide by these policies when performing tasks and dealing with internal and external clients.

The Senior Manager, Home Electronics & Digital Appliances Service Operations evaluates key metrics to gauge the quality of customer service, develops client-retention programs and resolves direct and indirect customer issues. Manages and oversees the process to develop and implement training content and session’s on-line/in-person training for service network, carrier, retail partners and call centre operations

Role and Responsibilities

Manage of direct and indirect customers and service partners.Manage and oversee a national service network operation to meet market needs and requirements of the organization, organization leadership, and retail partners, creating a service network that consistently delivers best in class service journey experience and providing convenience and easy access for customers requiring service support. Assist in developing, enhancing and building on programs that differentiate the Samsung service experience from its’ competitors.Ensure customer/retailer service-related metrics are achieved to meet and comply with carrier SLA’s about Dead on Arrival, unit repair, unit exchange, Extended Warranty, support and Repair Turn-Around-Time through daily, weekly, monthly and quarterly business reviews.Manage the Home Electronics and Digital Appliances field service team operation to ensure service network compliance to service policy and process though daily/weekly/monthly service performance review and yearly audits to measure compliance of service partners. Action corrective action for audit non-compliance (improve plan, termination, etc.).Oversee and provide guidance and direction to the Home Electronics and Digital Appliances service operation team on managing a national service network of 200+ locations. Gathers information, analyzes and develops strategies to address changes in customer trends, new affiliations, current market conditions and targets of opportunities for new growth, customers' changing requirements, competitor strengths and weaknesses, and continually communicates these strategies internally.Provide support, content and training to develop content for call center operation, including SECA call center partners and carrier call center operation.Manage and ensure that all product critical matters are investigated, route cause analyzed and communicated to appropriate teams for resolution. Manages and ensures that all product critical matters are investigated, route cause analyzed and communicated to appropriate teams for resolution.Manage daily service network activity to ensure both internal and customer external KPIs are in compliance and achieved.Oversee the compilation of data and generation of internal and external weekly/monthly report reviewing product performance internal and external SLA’s, route cause analysis and resolution action and improvement plans.Assist in managing as required all product liability, legal and public relations Consumer Electronics claims.Provide support and assist SECA service parts operation in managing service parts planning and forecast to support New Product Introduction (NPI).Recruit, coach, and manage staff performance, by providing appropriate feedback and assisting with staff development and/or improvement plans. Provide the necessary resources and tools for staff to perform their duties, and help foster a culture of openness, innovation, and support within the work environment.Ensure all direct reports successfully complete all required corporate and departmental training.Compile and report KPIs as required.Liaise with internal customers to understand needs and resolve problems in a timely manner.Responsible for operation of all Home Electronics and Digital Appliances authorized service centres including quality and customer service on a national scale.Manage the Samsung and Dacor service delivery brand reputation.Define, launch and expand upon the Samsung Managed service network (Branded Engineer).Strategic planning and product quality monitoring to ensure best in class service.Deal with the day to day higher level issues that need to be resolved for the authorized service centres (ASC's) and Retailers like TRAIL, LEONS, HOME DEPOT and TGS just to name a few.Ensure that the Service Network is optimized for full Digital Appliances (DA) coverage across the country. Supervise the DA field support techs. Develop and carry out training programs. Liaison with DA sales to strategically develop future service models.Develop programs and processes that will ensure DA Service calls are consistently handled more effectively and the overall quality of the repairs are increased to industry benchmark levels.Dispatch and monitor out of warranty repairs through the Branded Engineer programEnsure all DA reports are completed on a daily, weekly and monthly basis.Ensure that all DA Service Key Performance Indicators (KPI's) are met as mandated by HQ.Reduce the overall DA service expenses while simultaneously improving repair quality and customer service.Monitor Network status to ensure coverage remains at 99% by recruiting new ASC / technicians.Exchange and refund analysis to optimize technicians performance thereby reducing exchanges.Access to new product information and products for use as samples for training and with assisting the ASC’s.Manage quality issues when resolutions are not in place.Deal with difficult and demanding consumers and retail partners.Able to achieve difficult KPI’s by gaining the consistent support and cooperation of the 3rd party service network.Access detailed “repair type” information, by product and inquiry. Useful to action issues that will reduce the number of service calls and increase customer satisfaction.

Skills and Qualifications

Requirements

Education:

A bachelor's degree in Electronics Engineering or a related field. Experience through internships or mid-level roles in the electronics industry and or home appliance industry, along with certifications specific to network management, consumer electronics and or home appliances, is also crucial.

Knowledge:

Proven work experience as Operations Manager or a similar role.Knowledge of organizational effectiveness and operations management.Experience in budgeting and forecasting.Familiarity with business and financial principles.Excellent communication skills.Leadership ability.Outstanding organizational skills.Skilled in Operations Management, or a related field.Strong organizational and analytical skills.Excellent leadership and team management abilities.Knowledge of operational processes, logistics, and quality control.Above average customer service skills.Good negotiating skills.Technically inclined.Motivated with excellent time management skills.Above average supervisory skills.

Experience:

7 -10 years experience as technical trainer, assistant service manager, or service manager or a combination preferred.3-5 years of technical support experience with Home Appliances and Home Electronics products preferred.

Samsung is an equal employment opportunity employer.

Samsung has an accommodation process in place and provides accommodations for job applicants with disabilities as appropriate. Assessment and selection materials and procedures can be made available in accessible formats and methods as appropriate.  If you require a specific accommodation because of disability or medical need, please let us know when selected to take part in our recruitment process so that reasonable arrangements can be made for the appropriate accommodations to be in place as you move through our process.

We thank you for your interest in working for Samsung. Only candidates selected for an interview will be contacted.

Please note that we reserve the right to remove or modify job postings at any time.

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