Pre deployment service manager - B2B Service (325143)

Company: Samsung Electronics America, Inc. ( Learn More )

General Information
US-NJ-Ridgefield Park
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Job Description Pre deployment service manager - B2B Service (325143)
Service, Regular Full-Time
# Samsung Electronics America _,Ridgefield Park New Jersey_ Dec 13, 2017 # General Description The Service Account Manager (SAM) is responsible for the management and delivery of support services for our enterprise customers. The incumbent will serve as the primary interface for accounts he or she is assigned to support enterprise customers who are subscribers of Samsung’s Global Care support programs. The SAM is responsible for reporting on the business performance, service delivery, SLAs, and other metrics as defined by management. The SAM will ensure excellent customer support is provided, assist with issue management and escalations, contract management, and tactical delivery and execution of post-sales support activities. This position reports to the Senior Manager, Support Services. Report results and forecast anticipated areas of concern. Negotiate Contractual Terms and Conditions with Trade Customers for Reverse Logistics, Seed Stock and Product Performance. Negotiate the reduction of penalties associated with product and service performance. Improves key performance metrics between STA and customers by developing a deep understanding of the customers¡¯ business. Conduct regularly scheduled meetings and ad hoc communications with key personnel in the customer¡¯s various business units/operations. Responsible for daily customer satisfaction with company¡¯s post-sales support activities for product handling. Responsible for solving moderately complex technical problems and responds to non-standard requests from internal and external customers. Makes decisions within guidelines and policies. Is accountable for the contributions of the project team/sub-team. Bachelor's Degree with 6-10 years of direct customer account management, with focus on mobile device support. Prior experience in service administration and/or customer service required. Prior telecommunications or IT experience required. Proficiency in MS Office including Excel, PowerPoint, Outlook and Word required. Work is generally performed in an office environment. All candidates must be able to operate a computer keyboard and view a video display terminal between 50% - 95% of work time, including prolonged periods of time. Requires considerable (90%
•) work utilizing high visual acuity/detail, numeric/character distinction, and moderate hand/finger dexterity. The movement and transportation of equipment, most of the time is under 25 pounds. Performs work under time schedules and stress which are normally periodic or cyclical, including time sensitive deadlines, intellectual challenge, some language barriers, and project management deadlines. Machines, tools, equipment, and work aids include Mobile Devices, PC’s, printers, copiers, faxes, and other equipment commonly associated with an office work area. May require working additional hours beyond normal schedule, including nights and weekends. Will need to consistently demonstrate a commitment to policies and procedures, including but not limited to, attendance, confidentiality, conflict of interest, and ethical responsibilities. Position may require up to 50% travel. # Necessary Skills / Attributes Ability to develop and maintain excellent leadership skills including proactive employee, co-worker and customer working relationships with all appropriate levels within and outside the company. The ability to provide clarification and understanding and to influence others in acceptance and approval of ideas and plans. The ability to manage, plan, organize, assign, schedule and prioritize multiple work assignments and projects as directed to achieve order management and fulfillment objectives. Demonstrates very high competency level in communication skills using both oral, listening and written modes for internal and external communications at all management and staff organizational levels for both persuasions and/or the communication of technical information. Must be able to communicate in writing, through email and reports, or orally production and product technical matters to an audience that may include less technically oriented listeners. Interact with all levels within the organization and has frequent external contacts. # Company Information
Since being established in 1969, Samsung Electronics has grown into one of the world’s leading technology companies and has become recognized as one of the top 10 global brands. Samsung is currently ranked #2 on Forbes’ “Most Reputable Tech Companies” for 2016 and #6 on Interbrand’s "Best Global Brands” list for 2017.Our network extends across the world, and Samsung takes great pride in the creativity and diversity of its talented people, who drive our growth. As a result of our commitment to innovation and unique design, the Samsung organization is one of the most decorated brands in the electronics industry. Headquartered in Ridgefield Park, N.J., Samsung Electronics America, Inc. (SEA) is a recognized innovative leader in consumer electronics, mobile devices and enterprise solutions. A wholly owned subsidiary of Samsung Electronics Co., Ltd., SEA is pushing beyond the limits of today’s technology and providing consumers and organizations with a portfolio of groundbreaking products in appliances, home entertainment, Internet of Things, mobile computing, smartphones, virtual reality, wireless infrastructure and wearables, in addition to offering leading content and services related to mobile payments, 360-degree VR video, customer support and more. Samsung is a pioneering leader in smartphones and HDTVs in the U.S. and one of America’s fastest growing home appliance brands. Samsung's philosophy is based on our strong determination for growth, perpetual innovation and responsibility to corporate citizenship. As part of our Samsung Gives philanthropic platform, we offer companywide Days of Service, a volunteer time off program, and an employee giving match program, so our employees can support causes that are closest to their hearts and choose how they want to give back. Since 2002, Samsung has provided more than $46 million to more than 1,000 public schools and community organizations in the United States through its many citizenship initiatives, including the STEAM-education based Solve for Tomorrow Contest. At Samsung we work hard every day. It is a fast-paced and challenging work environment, and we are a nimble team that constantly pushes ourselves to be the best. If you have energy, passion, dedication and drive, and you thrive in a fast-paced workplace, the rewards at Samsung are many. Apply today and find out why LinkedIn ranked us as one of North America’s Most InDemand Employers in 2015. Samsung Electronics America provides Equal Employment Opportunity for all individuals regardless of race, color, religion, gender, age, national origin, marital status, sexual orientation, status as a protected veteran, genetic information, status as a qualified individual with a disability or any other characteristic protected by law.
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