Regional Service Manager at Samsung Electronics

The management of products across all functions of Service, Sales, Competitors and Service Partners with the primary objective of improving customer satisfaction through appropriate service deliveries to both internal and external Samsung Customers.

Key Results Area

• Management of all ASC Escalations to the SVC Team;
• Ensuring adherence of ASC’s to the Consumer Protection Act (CPA);
• Aligning and driving processes to meet or exceed the target KPI’s and in line with the CPA;
• Improving operational processes to achieve optimal performance and continually improve the ASC experience;
• Monitoring and escalation of missed KPI’s to the relevant individual with a plan to address the issue;
• Escalation of potential issues to Management level;
• All form and means of communication to ASC’s;
• Management of ASC relationship with SSA SVC;
• Management of all ASC training requirements;
• Scheduling of all ASC training;
• Monitoring of all payments made to the ASCs;
• Ensuring that all Standard Operating procedures which SSA lays out are being adhered to by ASC’s
• Manage daily , weekly and monthly reporting on your respective ASC’s , including report to them (MBR’s/WBR’s & QBR’s)
• Service Network expansion in your assigned region, by ensuring suitable independent service partners are identified and ultimately vetted and appointed in accordance to SSA requirements

MAIN PURPOSE OF THE JOB

• TO proactively engage ASCs so as to ensure that:-
• Appropriate training is taking place on an on-going basis;
• The ASC are adequately prepared for new products to be launched into the market; and
• All Payments claimed and/or made are compliant with the Samsung Systems;
• TO ensure that the appointed Service Networks are appointed both within the Republic of South Africa and/or your assigned region that meet the standards set by HQ from a skills base – Competencies and Computer Systems perspective.

QUALIFICATIONS

• T3/S4/N6/N5/N4 Electronics/Electronic Engineering Light Current or similar qualification;
• Customer Relations  qualification will be advantageous

EXPERIENCE

• 5 years within customer service field and/or service planning
• 2 years Train the Trainer experience;
• 2 years experience in conducting Technical Audits

CLIENTS

• [Within Samsung]
• Product Manager
• Divisional KAMS
• Technical Trainers;
• Operations Manager
• Other relevant departments

to Samsung

• Samsung ASCs;
• Samsung end-users where necessary
• Samsung Dealers/Distributors where necessary

KPA/ MAJOR TASKS

• Customer Experience Turn Around Time
• Repair Pending
• Customer Monitoring Index

Other Key Activities

• Long Term Repair Ratio
• Repeat Repair Ratio
• Customer Management Index

REQUIRED SKILL & COMPENTENCIES(MAX5)

Technical

• Knowledge of service process within consumer electronics industry.
• Strong knowledge of the consumer protection act.
• High level PC skills competency. (All Office programs)
• Knowledge of SAP based programs.

Behavioral

• Planning & Organizing;
• Sound Communication and Strong Interpersonal Skills with the ability to adapt to meet the needs / level of the particular audience being trained;
• Strong Customer Focus
• Independent – self started with the ability to effectively work in an unsupervised environment.

ATTRIBUTES

• Stress Tolerance with the ability to meet tight deadlines;
• Strong analytical skills focusing on the identification of trends, opportunities and potential product related issues;
• Sense of Urgency with the focus on results;
• Co-coordinating skills aimed at multi skilling;
• Sound report writing abilities;
• Strong Problem Solving skills
• Assertive yet with the ability to be flexible;