Samsung Electronics Southeast Asia & Oceania Looking for Service Operations Manager at Auckland, Auckland, New Zealand Full Time

The Service Operations Manager (SOM) role requires both strategic planning for the ASC network, leading the Service Tracking team, and working with Sales for expansion into the Pacific.

Role And Responsibilities

• The SOM will establish, manage & maintain optimal service capability based on Samsung strategy, while providing direction & support to exceed predetermined KPI’s set by HQ & RHQ.
• The SOM will foster & maintain a healthy relationship with Telcos & MMRs, & share regular reporting & strategies.
• The Service Operations Manager will foster a culture of empowerment for the service tracking team, encouraging ownership and innovation to deliver world class service.
• The Service Operations Manager will constantly look for ways to optimise both the service tracking team, including how work is allocated and distributed, and challenge the service model to constantly looks for ways to outperform Samsung’s competitors.
• Conduct risk assessments to analyse risks and operational hazards
• Oversee the hiring, training, and monitoring of technical operations staff
• Organize training programs to educate technical operations personnel on standard operating procedures
• Build and maintain good working relationships with ASC (Authorised Service Centre) in order to maximize patronage
• Oversee the implementation of HR policies and procedures when performing job duties
• Produce periodic reports to update company management on the progress of operations
• Mentor and motivate a technical team to put in their best effort to improve level of performance
• Ensure compliance with all company policies and procedures when performing job duties

Skills And Qualifications

• Bachelor’s degree in engineering, computer science, or in a similar discipline.
• A Master’s degree or certification in business administration would be an advantage.
• 5 years’ experience in managing or leading service teams, with preference for industries within Samsung product portfolio.
• Experience in project management.
• High level of analytical skills and business acumen with strong and effective communication and influencing skills across all business levels.
• Ability to work well and thrive in a fast-paced, dynamic, and competitive environment.
• A comprehensive knowledge of Microsoft Desktop Operating Systems
• Advanced PC skills using MS Office application, especially in excel.
• Experience in the field of technical operations or as channel management is also required.
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