Regional Service Manager at Samsung Electronics

Responsibilities;

Key Objectives

• Management of all ASCs Escalations to the Service Team.
• Ensuring adherence of ASC’s to Samsung Service Contract and Management of ASC relationship with Samsung Electronics East Africa service (SEEA SVC).
• Aligning and driving processes to meet or exceed the target KPI’s and in line with the Samsung Service Contract.
• Monitoring and escalation of missed KPI’s to the relevant individual with a plan to address the issue.
• Improving operational processes to achieve optimal performance and continually improve the ASC experience.
• Ensuring that all Standard Operating procedures that SEEA lays out are being adhered to by ASC’s (Periodic network audit of Service Centers & reporting results/recommendation for improvement (Infra, SVC Policy & SVC Systems compliance, Skills, Branding, Financials, Empathy etc).
• Manage daily, weekly and monthly reporting on all ASC’s, including report to them (MBR’s/WBR’s & QBR’s).
• Escalation of potential market issues to Management level; collecting Voice of Customers (VOCs) from the market & Escalation to management.
• All form and means of communication to ASC’s; In charge of New Process implementation/enforcement in the field.
• Management of all ASC training requirements & Scheduling of all ASC training.
• Monitoring of all payments made to the ASCs.
• GSPN system Administration for SEEA (Global Service Partner Network).
• Service Network expansion in your assigned region, by ensuring suitable independent
• Service partners are; identified, vetted and appointed in accordance to SEEA requirements.
• In charge of Samsung Service awareness (SVC Marketing/Promotions, ASC branding & Uniforms, etc).

Key Performance Indicators (KPIs)

• Repair Pending Management Long Term Repair Ratio (LTP)
• DSR / CMI (Dissatisfied customer / Customer monitoring index)
• Financial Sustainability (Samsung Authorized Service Partners)
• B2B management (EIP, EBT, Operator)
• Key Dealer relationship management
• ASC performance & compliance management
• GSPN system Administration for SEEA (Global Service Partner Network) retail mapping
• Customers to this Position;
• Internally: Service Business Operations units, Samsung Sales/marketing teams
• Externally: Samsung Authorized Service Partners, Samsung dealers/Distributors, Samsung Customers

Qualifications and Experience required for this Role

• Degree / diploma in Business management
• Technical degree/diploma qualification will be advantageous
• Minimum 5 years corporate project management experience
• Minimum 5 years in consumer electronics service industry or related field
• Preferable experience in dealing with complex Service requirements and deliverables.
• Exposure to Service Delivery methodologies
• In depth knowledge of repair and service Centre operations
• Extensive knowledge in the FMCG Electronics environment both pre-sales and post sales
• In-depth knowledge of service-related data, databases, Service Management systems
• Extensive experience in project management (process, system, technology) from conceptualization to result monitoring
• MS software (Excel, Word, Power Point)