Regional Service Support, Assistant Manager

Roles & Responsibilities

The Regional Service Support Assistant Manager will be an integral part of the Customer Satisfaction team, tasked with overseeing the service support function and enhancing service processes to optimize efficiency and reduce service costs across the South East Asia and Oceania regions.

Samsung Care Program:

• Stabilize the Samsung Care Program for Consumer Electronics (CE) products.
• Collaborate with Subsidiary Customer Service, Direct-to-Consumer teams, and Headquarters to enhance automated processes.
• Partner with Business Units to innovate care programs in response to market feedback.
• Monitor project status and provide weekly updates.
• Assist with the Samsung Care Program for mobile products.
• Support Business Units during new model launches for care programs.
• Broaden sales channels to service centers, including system testing and stabilization.
• Track revenue-generating activities at service centers.
• Facilitate the expansion of Endless Aisle to all service centers.
• Manage revenue and financial postings from service centers for the Samsung Care Program.
• Oversee service tracking for Samsung Care (Mobile and CE).
• Supervise Care Plus service requests and completion timelines.
• Analyze delays to identify causes and develop improvement plans.

Repair Cost Management on Dotcom:

• Enhance the customer experience for inquiries regarding repair costs.
• Expand the repair cost estimator on the website to include additional products and models.
• Ensure timely updates of repair cost data for all new model launches on the website.
• Conduct quarterly reviews to identify pricing changes and update accordingly.

B2B Service Support:

• Guide Subsidiaries in adhering to standard B2B processes to maximize customer satisfaction and align with company policies.
• Collaborate with Subsidiaries and Headquarters to improve B2B processes and systems for increased productivity.
• Establish strategies to ensure high performance at B2B service centers.

Repair Service in Retail:

• Collaborate with the Retail team to establish Basic Repair Services at Samsung Experience Stores.
• Develop a customer satisfaction program to monitor the performance of Retail Repair Services.

Dashboard Development:

• Assist the team in creating dashboards (Tableau) to enhance productivity.
• Work with Headquarters to refine dashboards based on user requirements.

ESG Support:

• Monitor ESG activities at service centers (such as paperless initiatives and Eco Box setups) and follow up on utilization rates.
• Oversee Subsidiary scrap processes (product returns and parts) and ensure compliance with E-Waste regulations, including payment and recycling processes.
• Collaborate with ESG representatives and Subsidiaries on new project development.

Project Management:

• Lead or participate in ad-hoc projects related to service operations.
• Coordinate task assignments and engage with relevant stakeholders.
• Provide regular updates on task progress, challenges, opportunities, and alternative solutions to management.

Skills and Qualifications

Job Requirements

• A minimum of 4-6 years of experience in project management or process improvement, with proficiency in Tableau.
• Experience in developing customer journey programs and driving project innovation.
• Strong background in analyzing operational performance data, Tableau development, and communicating actionable insights to subsidiaries and management.
• Experience leading project teams remotely across different countries is advantageous.
• Familiarity with SAP is a plus.