Sr. Manager, B2B Field Service Operations

Samsung Electronics Co., Ltd.$110K — $130K *
Plano, TX 75025In-Person
Consumer Technology
8 - 10 years of experience
Job Overview by Ladders

Qualifications

  • Bachelor's Degree with 8+ years of related experience
  • Strong interpersonal skills with internal and external stakeholders
  • Thorough knowledge of service operations

Responsibilities

  • Oversee B2B escalations from customers and sales teams
  • Manage proactive service projects for B2B Hotels TV
  • Lead the escalations team for LFD/HTV/Monitors
  • Monitor and forecast operational inventory stock
  • Coordinate and mentor Control Tower agents for Tier 1 support
  • Provide customer-facing support for service inquiries
  • Support Regional Sales Managers and manage VOC for sales/customers

Benefits

  • Medical, Dental, Vision Insurance
  • Life Insurance
  • 401(k) plan
  • Employee Purchase Program
  • Tuition Assistance after 12 months
  • Paid Time Off
  • Student Loan Program after 6 months
  • Wellness Incentives
  • Potential MBO bonus compensation based on performance
Full Job Description
Position Summary

The Sr. Manager, B2B Field Service Operations role oversees B2B escalations from customer and sales for service solutions requires highest attention along with operations support to improve brand image. This has direct correlation to service reason for sale our products and gain customers loyalty.

  • B2B Hotels TV proactive service project management
  • CFA, RCLL & Inspire service account/relationship management
  • LFD/HTV/Monitors escalations team management
  • Operation inventory stock monitoring, forecasting and management
  • Coordinated and mentor Control Tower agents on escalations as T1 support
  • Customer Facing Support
  • RSM support and Management
  • VOC management for sales/customers


Minimum Qualifications:
  • Bachelor's Degree with 8+ years of related experience
  • Soft Skills and professionalism with internal and external stakeholders
  • Service Operations knowledge


Skills and Qualifications

Life @ Samsung - https://www.samsung.com/us/careers/life-at-samsung/

Benefits @ Samsung - https://www.samsung.com/us/careers/benefits/

Regular full-time employees (salaried or hourly) have access to benefits including: Medical, Dental, Vision, Life Insurance, 401(k), Employee Purchase Program, Tuition Assistance (after 12 months), Paid Time Off, Student Loan Program (after 6 months), Wellness Incentives, and many more. In addition, regular full-time employees (salaried or hourly) are eligible for MBO bonus compensation, based on company, division, and individual performance.

To ensure a fair and transparent recruitment process, please do not use GenAI tools during your interview unless explicitly permitted; failure to adhere to these guidelines may result in disqualification from the recruitment process.

About Samsung Electronics Co., Ltd.

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