Working within the Customer Satisfaction team, the Regional Service Support Assistant manager will be responsible for Service supporting function, monitor and improve service process in order to maximize efficiency and service cost saving in South East Asia and Oceania region
Samsung Care Program:
Stabilize Samsung Care Program for CE products
Enhance automated process by co-working with Subs CS, Subs D2C and HQ
Co-work with Business Units to develop new care programs based on market responses
Project status monitoring and update weekly
Support Samsung Care Program for Mobile products
Support Business Units for Care program during a new model launch
Expand sales channels to service center including system testing / stabilization
Monitor revenue-generated activities from service centers
Endless Aisle expansion to all service centers
Samsung Care Program revenue and finance posting from service centers
Samsung Care service tracking (Mobile / CE)
Monitor Care Plus service request and completion date
Analysis and identify cause of delay and setup improvement plan
Repair Cost related on dotcom :
Improve customer journey experience of repair cost inquiry
Expand repair cost estimator on dotcom to more products / models
Ensure all repair cost data on dotcom has been updated for every new model launches
Quarterly review if there is any pricing change and update accordingly
B2B Service Support:
Guide to Subs of standard B2B process in order to maximize customer satisfaction and align with company policy
Co-work with Subs and HQ to enhance B2B process / system to maximize productivities
Setup strategy to maintain high performance of B2B service centers
Repair Service in Retail:
Co-work with Retails team to setup Basic Repair Service at Samsung Experience Store
Setup customer satisfaction program to monitor Retail Repair Service Performance
Dashboard development:
Support team for dashboard (Tableau) creation in order to increase team productivity
Co-work with HQ to enhanced dashboard based on user requirement
ESG Support :
Monitor service center ESG activities (paperless, Eco Box setup), and follow up on the utilization rate
Monitor Subs scrap process (Product return , parts), follow up on E-Waste regulation with Subs (including payment), Recycling process and results
Co-work with ESG PIC & Subs for new project development
Project Management:
Leading or participating in ad-hoc projects related to service operation
Follow up on task assignment, coordinate with relevant parties
Regular update task progress and challenges or opportunities / alternative solution to management
Skills and Qualifications
Job Requirements
Preferred Minimum 4-7 years of related to project management or process improvement experience
Experience in customer journey program development and driving project innovation
Solid experience in analyzing operational performance data / tableau development and communicating actionable insights to subsidiaries and management
Experience with leading project teams located in different countries remotely is a plus.
Experience with SAP is a plus
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Regional Service Support ,Assistant Manager (2 years contract)