Samsung Regional Service Support Assistant Manager years contract 

Singapore, Singapore 

11685621

:

• 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

Job Requirements

• Minimum 4-6 years of related to project management or process improvement experience with experience using Tableau
• 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