Home Appliance Service Manager (C33000035) - Service Department

To provide post launch product support to the Home Appliance Division.

Essential Duties and Responsibilities include the following: Other duties may be assigned. In this position, either directly or through others, the incumbent will be responsible for:

• ASC Field Support – Supervises and monitors daily operation of ASC HA Field Support personal.
• ASC Training – Oversees ASC HA Technical Trainings conducted by the ASC HA Field Support Engineers.
• ASC Field Service Network – Monitor Authorized Service Center performance and ensure that the Service Centers meet the required targets set forth by Samsung.
• ASC Service Center Setup – Establish an efficient Authorized Service Center Network nationwide.
• Escalations – Interacts with all levels within the Service Department, Sales/Marketing & Product Management to ensure that needs are identified, services are provided and immediate resolution to critical service issues.
• Approvals – Review and provide approvals on Service Exchanges, Credit Requests and end-users involving escalations due to repair delays & other issues outside the standard guidelines.
• Service Policies & Procedures – Review and updates of new service policies and procedures relating to the various areas in the HA Service Department.
• Product Liability/Legal Issues – Inform the other Service Managers of any product liability issues.
• Quality Issues – Coordinate with the ASC HA Field Support Team & QC Dept. on escalation issues, relating to quality concerns, parts availability and repair issues.
• ASC Visits – Conduct periodic audits of HA ASC locations to ensure compliance to Samsung standards.

Background / Experience to qualify for this position, the following minimal background and skill levels are required:

• A Bachelor’s Degree in Electronics & Computer Engineering or a related field from a college or university.
• Have at least 5+ years of Home Appliance, service management experience with service operation responsibility.
• Must have previous repair and servicing experience, and have worked in a service environment.

Necessary Skills/Attributes for this position the following skills and abilities must be demonstrated at a proficient level:

• Demonstrated ability to Interact with all levels within the organization and have frequent external contacts.
• The ability to plan, organize and prioritize multiple and simultaneous projects and assignments.
• Ability to read, interpret and act on proper understanding of service related equipment and operational documents, sales, business applications, engineering plans and management philosophy.
• Ability to communicate in writing, through email, reports, or orally administrative, safety and security matters to an audience that may include less technically oriented and trained listeners.
• Ability to lead and direct the activities of staff members in order to achieve personal and team goals and complete assignments within established time frames and specifications. The ability to develop tasks, work assignments, clearly define objectives and give technical direction with applied knowledge of alternatives and decision making experience to guide subordinates.

Physical/Mental Demands and Working Conditions: The position requires the ability to perform the essential duties and responsibilities in the following environment:

• Work is generally performed in an office or laboratory environment.
• Operate a computer keyboard and view a video display terminal more than 50% of work time, including prolonged periods of time.
• Requires considerable (90%+) work utilizing moderately high visual acuity/detail, numeric/character/color distinction, and moderate hand/finger dexterity.
• Performs work under time schedules and stresses which are normally periodic or cyclical and including: time sensitive job stress, fatigue, unpaid over-time, intellectual challenge, constant technical data feedback, language barriers, and project management Stress.
• Machines, tools, equipment, and work aids includes PC’s, printers, copiers, faxes, and other equipment commonly associated with electronic product test laboratory, and repair work areas.