Position Summary

Role and Responsibilities

Role & Responsibilities
• Lead day-to-day field service operations across the in-home service network, ensuring consistent execution, operational discipline, and service quality.
• Drive improvements in key operational metrics including First Time Fix (FTF), Long Term Pending (LTP), NPS, TAT (repair completion time), appointment adherence, and overall service efficiency.
• Monitor operational performance trends and identify root causes of service issues, implementing corrective actions to improve repair outcomes and operational stability.
• Oversee the performance and governance of service partners, ensuring accountability to operational expectations, service quality standards, and customer experience objectives.
• Lead the RSM team - Drive regional partner performance, readiness, and customer experience, often stepping in personally when speed, capacity, or execution risks threaten critical service deliverables. Monitor KPIs, compare planned versus actual progress, and generate status and progress reports in alignment with HQ SQA.
• Leads the SBB - Samsung Beyond Boundaries team and SSD - Self Servicing Dealer team supporting our service coverage capabilities, builders & dealers service needs, and supporting strategic and specialized initiatives that improve customer experience.
• Direct management of the FSS (Field Service Support) call center. FSS communicates directly with over 400 ASC accounts to help close tickets, update ticket statuses regarding parts, identify no-coverage service issues, provide overall ticket updates, track VOC/PL tickets with ASC, address coverage expansion needs, and develop an internal team structure to demonstrate career growth potential.
• Build strong relationships with service partners while driving performance improvements, capability development, and operational consistency across the service network.
• Lead the development and execution of new operational programs aimed at improving repair outcomes, reducing repair cycle time, and strengthening service network performance.
• Identify operational gaps, process inefficiencies, and friction points within service execution and implement solutions that improve process governance and operational consistency.
• Partner closely with cross-functional teams including customer care, logistics, parts operations, product support, contact center, HQ and HQ Dispatchers to resolve operational challenges and improve the end-to-end service experience.
• Manage cross-functional initiatives that impact field service operations, ensuring alignment across internal teams and successful execution of operational priorities.
• Prepare and present operational performance insights, strategic initiatives, and improvement plans to senior leadership including VP and SVP stakeholders.
• Foster a culture of operational excellence, accountability, and continuous improvement within the field service organization.
• Analysis & Forecasting: Analyze trends, monitor changes in market coverage, create volume and holiday forecasts, and provide insightful explanations of key business drivers.
• Identify potential problems/ weak coverage /coverage changes, propose solutions, monitor consequences, and manage risks.
• Forecast service volume by product, region, and season
• Plan for Peak season (summer, holidays, winter)
• Part & inventory preparation with GPCA
• Forecast parts demand for peak season.

Skills and Qualifications

Skills and Qualifications
• Strong operational leadership experience managing large-scale field service or operational organizations, preferably within consumer electronics, technology, or service-driven industries.
• Demonstrated ability to lead multi-layered teams and develop leadership capability across regional management structures.
• Experience managing partner or vendor networks and driving accountability for performance, service quality, and operational outcomes.
• Proven track record of improving operational metrics such as service cycle time, operational efficiency, customer experience, and first-time resolution in service or support environments.
• Strong analytical and problem-solving capabilities with the ability to interpret operational data, identify root causes, and translate insights into actionable improvement initiatives.
• Experience designing and implementing operational programs that improve performance, scalability, and service delivery.
• Ability to lead transformation initiatives and drive continuous improvement across complex operational environments.
• Strong cross-functional leadership skills with experience collaborating with teams such as customer care, supply chain, logistics, product support, and engineering.
• Ability to influence stakeholders and align cross-functional teams around operational priorities and strategic initiatives.
• Executive communication skills with experience presenting operational insights, strategies, and improvement plans to senior leadership.
• Strong strategic thinking combined with hands-on operational execution capabilities.
• Experience working in fast-paced environments where operational performance, customer experience, and service quality are critical business priorities.
• Demonstrated ability to build strong relationships with both internal and external stakeholders
• High level of accountability, ownership, and commitment to operational excellence.

Minimum Qualifications

• Bachelor's Degree and Minimum 12 years of related experience
• Cross-Functional leader and collaborator
• Deep understanding of FS Operations Ticket Process, Service Coverage Logic, Network Management, and ASC Recruiting.
• Employee Management
• Creative thinker and strong communicator, this role requires the leader to engage with network partner owners, gain buy-in for projects and KPI improvements, and understand motivation through incentives and growth opportunities.

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