Assistant Manager, Field Support at Samsung Electronics

Bangkok, , Thailand -

Full Time

Start Date

Immediate

Expiry Date

22 Jun, 26

Salary

0.0

Posted On

24 Mar, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Operational Improvement, Service Network Optimization, KPI Management, VOC Handling, Service Efficiency, Customer Experience, Service Network Management, Service Process Improvement, Service Quality Control, Benchmarking, Service Center Audits, Premium Service Operations, Sales Support, Cross-functional Collaboration, Microsoft Office, Communication

Industry

IT Services and IT Consulting

Description

Position Summary This position is responsible for driving operational improvement in CE after-sales service by establishing and managing service initiatives that support the sales organization. The role focuses on service network optimization, KPI management, premium service operations, and VOC handling to improve service efficiency, customer experience, and business performance. Role and Responsibilities 1. CE Service Network Management. Monitor and continuously improve service processes in alignment with HQ guidelines and local CE BU requirements. Improve service coverage, service quality, and turnaround time to meet defined service targets. Analyze service network coverage and conduct benchmarking against key competitors. Establish and develop new authorized service dealers in weak or uncovered areas. Conduct service center audits and control service quality based on global standards and service operation KPIs. 2. Service Center Improvement Deploy global guidelines for standard CE service center operations, including the implementation of innovative systems to track repair status & enhance visibility for customers and internal stakeholders. Monitor service KPIs and provide structured feedback, corrective actions, and improvement solutions to service centers. Conduct regular business and performance review meetings with service center owners. 3. Sales Support & Premium Service Operations Manage and improve Premium Service operational performance with a strong focus on speed, quality, and customer experience. Enhance service quality through standardized operating procedures & engineer qualification control. Design and implement new Premium Service schemes aligned with customer pain points to drive sell-out & service revenue growth. 4. Sales Collaboration & VOC Management Respond promptly to sales-related VOC and cross-functional collaboration projects. Support sales initiatives through close coordination and joint problem-solving activities. Conduct onsite visits to key dealers to collect customer VOC and translate insights into actionable service operation improvements. Skills and Qualifications Bachelor’s degree or higher At least 5 years’ of working experiences in Customer Service/After-Sales Service field Great customer service skills and experienced with on-site deliver exclusive service to customer Communication in Thai and English – able to effectively communicate in a professional, diplomatic, empathetic, and tactful manner using preferred method and level as applicable to the job. Ability to work on-site independently and as a team Results Orientation – proven ability to set and exceed established targets and willing to go the extra mile to ensure Customer Satisfaction. Ability to work in a multi-cultural environment. Flexibility to multi-task, prioritize and manage time effectively without compromising deadlines Adaptability to Change – able to be flexible and supportive, react swiftly to, and able to positively and proactively assimilate change in a rapid growth environment. Systems & Software – proficient level of knowledge of Microsoft Office and/or relevant position software programs. * Please visit Samsung membership to see Privacy Policy, which defaults according to your location. You can change Country/Language at the bottom of the page. If you are European Economic Resident, please click here. Job Alerts: If you would like to be notified of new opportunities when they are posted, please click here. You will be asked to create an account first if you do not already have one. Samsung Electronics is a global leader in technology, opening new possibilities for people everywhere. Through relentless innovation and discovery, we are transforming the worlds of TVs, smartphones, wearable devices, tablets, digital appliances, and network systems, and the entire semiconductor industry with our memory, system LSI, foundry, and LED solutions. Samsung is also leading in the development of the Internet of Things through, among others, our Smart Home and Digital Health initiatives. Since being established in 1969, Samsung Electronics has grown into one of the world’s leading technology companies, and become recognized as one of the top global brands. Our network now extends across the world, and Samsung takes great pride in the creativity and diversity of its talented people, who drive our growth. To discover more, please visit our official newsroom at (https://news.samsung.com/global/).

Responsibilities

This role drives operational improvement in after-sales service by establishing and managing initiatives focused on service network optimization, KPI management, premium service operations, and VOC handling. Key duties include monitoring and improving service processes, conducting audits, deploying global guidelines for service centers, and managing premium service performance.