Roles & Responsibilities
Working within the Customer Satisfaction team, the Regional Service Support Assistant manager will be responsible for Service supporting function, monitor and improve serviceprocess in order to maximize efficiency and service cost savingin 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 Careservice 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
ESGSupport :
- Monitor service center ESG activities (paperless, Eco Box setup), andfollow 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
- Minimum 4-6 years of related to project management or process improvement experience with experience using Tableau
- Experience in customer journey programdevelopment and driving project innovation
- Solid experience in analyzing operational performance data/ Tableau developmentand 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
