Dispay Business & B2B Service Operations Manager - #145645

Position Summary

Why join our team?

The Display Business & B2B Service Operations Manager roles sits within the Service Pillar of the Service Operations and Quality Team, which sits within ECSO (European Customer Satisfaction Office). ESCO represents a key part of Samsung’s Regional Headquarters for Europe. Whilst supporting a Global direction from Korea, we are also representing 16 different Subsidiaries in Europe looking after 35 countries!

This is a key role to support the growth of Samsung’s Display business within the B2B environment. The main scope of the role will be to establish a Pan EU solution for this environment along with providing technical support to all Samsung Subsidiaries!

Role And Responsibilities

Your key responsibilities

• Study the current European B2B Landscape for Service Operations and identify strong and standard processes from well established operations
• Identify the B2B Service Operations needs for the Display business in all regions and establish a clear strategy to support B2B side and High end Consumer Side (The Wall Premium product line up)
• Work with EDO office to ensure direct alignment to sales and product strategies.
• Define the Standard for Europe that effectively builds the guide for all EU subsidiaries to implement
• Identify a solution for low volume countries and regions
• Identify and ensure all standard critical metrics are supported
• Support you line management on Service Operations Development for In-Home Service Operations where needed
• Represent your area to all Senior Collaborators and advise as necessary
• With EDO and CX Teams, identify and support a path way to establish ‘Blue Glove’ Services for your business areas.
• With HQ GBM teams, support Quality analysis and sample gathering where needed
• Drive New Product introduction for your area, working to support service readiness (jigs, parts, training (with CS Academy) as needed.
  
  
  

What We Need For This Role

To be successful, you will possess the following skills and attributes:

• Strong Experience in Service Operations Management and the key drivers for success is key
• Technical Competence to understand repair and maintenance of Display business or equivalent
• A strong and organised approach that works to identify, plan and deliver alone and when needed in a collaborative way
• Experience in a Manufacturer is advantageous, not essential
• Comfortable ain a very fast paced environment
• Great Teammate with an open minded approach
• Strong Communication skills able to translate complex situations to a simple form
• Strong reporting and Data analytics skills
• Excellent English, oral and written – other languages is an advantage
  
  
  

What does success look like?

• A strong positive demeanour with a first class attention to detail
• Expert in industry standard critical metrics (Defect Reate, NFF, Repeat Repair, Turn around time)
• In 6 months a clear and well establish plane for all Europe should be established
• Success will be dependent on strategic alignment but will be the start of the implementation and business agreement.
• Success will be measured based on management of BAU activity and establishment of key strategy
• You will a positive enabler for your subsidiaries and identifiable to them and this business area.
  
  
  

The interview process

2 stage interview:

Stage 1: Formal interview. Relaxed and open discussion about understanding the role, experience, strong points and concerning points.

Stage 2: A short presentation relative to the role. TBC

Interviewers will include: Konrad Szombara (Hiring Manager), Shahzad Sarward (Line Manager), Hr Representative and Karl Ko (2nd Interview only).

Skills And Qualifications

Benefits of working at Samsung include

• Hybrid working – 3 days in the office and 2 days at home per week
• Bonus scheme linked to individual, team and company performance
• Car allowance
• Pension contribution
• Three volunteering days each year
• Holiday - 25 days plus bank holidays and an additional day off for your birthday
• Access to discounts on a wide range of Samsung products
• Access to a discount shopping portal
• Partner Colleagues are not eligible for Samsung Enhanced Paid Sick Leave but may be eligible for statutory payments from their payroll agency
• Up to 20 (pro-rata) Partner Absence days per calendar year to be used in times of need
  
  
  

A note on equal opportunities

We are an equal-opportunity employer and value diversity at our Company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status or disability status.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

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