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[New Job Vacancy] Director, Service Operations Support job in Samsung Electronics, (Ridgefield Park, NJ 07660) – Jobs in Ridgefield Park, NJ 07660

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Job Opening details:-
Company Name :-
Samsung Electronics
Position Name :-
Director, Service Operations Support
Company Location :-
Ridgefield Park, NJ 07660
Job Category :
 Management jobs

Full Job Description :-
Position Summary
For more than 40 years, the name Samsung has been at the forefront of innovation. Samsung’s discoveries, inventions, and breakthrough products have helped shape the history of digital evolution. Today, Samsung Electronics Co., Ltd. is a global leader in technology, opening new possibilities for people everywhere. Guided by a simple philosophy “Inspire the World, Create the Future” Samsung is committed to developing new technologies and innovative products that enhance the lives of its customers, employees, and the global community.

Samsung Electronics is the largest subsidiary of the Samsung Group, amounting to 70 percent of the group’s revenue and reigning as the world’s largest technology company with more than $200 billion in revenue. Globally the company has a presence in 80 countries and employs more than 270,000 people. Samsung is the world’s leading provider of mobile phones, smartphones, and tablet computers—fueled primarily by the popularity of the Samsung Galaxy line of devices—and produces a wide variety of products and components ranging from color and mono-laser printers and copiers, virtual desktop infrastructure, solid state drives, set-top boxes, TVs, LCD panels, lithium-ion batteries, semiconductors, chips, flash memory, and hard-drive devices.

Samsung Electronics USA is a $40 billion dollar business with a vast portfolio of superior quality mobile and electronics products. The business also plays a leadership role globally for creating the best new and next-generation products and platforms. Samsung’s vision is to reach and engage the consumer through revolutionary retail stores and experience centers.
Role and Responsibilities
Specific responsibilities include:
Management Service Ops Support Processes
Policies that block team successes
New process development for field service and vendor relationships
Management/Development of logic for locators, systems, mapping, & coverage
Incubator for project development
Manage PMO members overseeing project status
Pilot projects for testing and launching
Build training for new projects for hand off to essential teams
Manage/Guide all vendor absorption plans
National Vendor HQ vendor rate increases
NSC (National Service Company) are purchasing smaller Samsung ASC, this role must help transition parts accounts, employee ids, and payments processes
Data Anayliss of Service Ops
Review active KPIS for process improvements
Develop service structure and concepts for improving customer experience
Absorb and manage TCC (Technical Call Center) Support Operations
Manage 2 Sr Managers (Business leader & Operations Leader)
55 Call Technical agents
Operational KPIs metrics from CAR (Call answer rate) QOC (quality of call)
Cross functional relationship with Product Support training for call agents
Process improvements anayliss and implementation for speedy and accuracy of support
Skills and Qualifications
Background & Competencies Required:
Bachelor’s Degree or Samsung Operations 15+ years of experience.
15 years’ experience in Field Service Operations – required.
English & Korean written and reading proficiency preferred.
Experience in managing employee and relationships
Development of detailed planning, tasks lists, and pilot testing
Capable of incubating new ideas for potential pilots and/or full launch
Deep understanding of navigating Samsung polices and process changes
Experience in Project management
Understand and develop complex logic for system changes
High level communication in written and verbal
Engaged in employee development and support
Samsung Electronics America provides Equal Employment Opportunity for all individuals regardless of race, color, religion, gender, age, national origin, marital status, sexual orientation, gender identity, status as a protected veteran, genetic information, status as a qualified individual with a disability or any other characteristic protected by law.
Samsung Electronics America, Inc. and its subsidiaries are committed to employing a diverse workforce, and provide Equal Employment Opportunity for all individuals regardless of race, color, religion, gender, age, national origin, marital status, sexual orientation, gender identity, status as a protected veteran, genetic information, status as a qualified individual with a disability, or any other characteristic protected by law.
COVID-19 Vaccine Mandate
In order to comply with the federal vaccine mandate, Samsung Electronics America requires all employees to be fully vaccinated against COVID-19, unless a medical or religious exemption, or an exemption required under state/local law, is approved. Offers of employment are contingent upon proof that a candidate is fully vaccinated or qualifies for an exemption. More details on how to apply for an exemption are provided after the application process is complete.
Reasonable Accommodations for Qualified Individuals with Disabilities During the Application Process
Samsung Electronics America is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application process. If you have a disability and require a reasonable accommodation in order to participate in the application process, please contact our Reasonable Accommodation Team (855-557-3247) or for assistance. This number is for accommodation requests only and is not intended for general employment inquiries.

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