Dispay Business & B2B Service Operations Manager

Position Summary

B2B Service Operations Manager role for the Display & Home appliance business is part of the Service Pillar within the Service Operations and Quality Team, which operates under ECSO

(European Customer Satisfaction Office). ESCO represents a key part of Samsung’s Regional Headquarters for Europe. Whilst aligning with Global directives originating from Korea, we are also representing 16 different Subsidiaries in Europe looking after 35 countries!

This role is instrumental in fostering the growth of Samsung’s Display and Home Appliance businesses within the B2B sector. The primary responsibility will involve developing a comprehensive Pan-European solution for both Display and Home Appliance products, providing technical support, and establishing and managing a premium service tailored to all Samsung subsidiaries.

Role And Responsibilities

• Conduct a comprehensive study of the current European B2B landscape for service operations and define Standard Operating Procedures (SOPs).
• Identify the B2B service operations needs for the Display business across all regions and establish a clear strategy to support both B2B and high-end consumer segments, including premium product lineup.
• Collaborate with the sales department to ensure alignment with overall sales and product strategies.
• Define and establish European standards that serve as a comprehensive guide for implementation across all EU subsidiaries.
• Identify solutions tailored to low-volume countries and regions.
• Provide support to subsidiaries in deploying services and address any issues that arise during execution.
• Represent your area to senior collaborators and provide advisory support as necessary.
• In collaboration with Sales and Marketing teams, identify and support pathways to establish differentiate services for designated business areas.
• Discover improvement opportunities and drive continuous enhancement of service offerings.
  
  
  

What we need for this role

To be successful, you will possess the following skills and attributes:

• Strong experience in service planning, operations, or project management, with a proven track record in establishing standardized processes and deploying services.
• Technical competence to understand the repair and maintenance of Display & Home appliances business or equivalent expertise in related fields.
• A strong, organized approach to identifying, planning, and delivering tasks independently as well as collaboratively in a team setting.
• Experience in a manufacturing environment is advantageous but not essential.
• Comfortable working in a fast-paced environment and demonstrating adaptability to changing circumstances.
• A great team player with an open-minded approach, fostering collaboration and effective communication.
• Strong communication skills to translate complex situations into simple, actionable insights, ensuring clarity for all stakeholders.
• Excellent English proficiency in both oral and written forms; proficiency in additional languages is an advantage.
• Strong reporting and data analytics skills to analyze business performance and make informed, data-driven decisions.
• Ability to collaborate effectively with subsidiaries, HQ, and external partners through clear and impactful communication.
• Preferred experience in LED/Display, IT services, Home Appliances or B2B solution industries, enhancing familiarity with relevant technical and operational contexts.
  
  
  

What does success look like?

• Success will be dependent on achieving strategic alignment and initiating the implementation of key strategies, supported by business agreements
• Operational excellence, including Defect Rate, NDF (No Defect Found), Repeat Repair Rate, and Turnaround Time, ensuring operational efficiency and quality.
• A clear and well-established plan for all European regions should be developed and implemented, serving as a foundation for consistent service operations.
• Success will be measured based on the effective management of Business-as-Usual activities and the establishment of key strategic initiatives.
• Act as a positive enabler for subsidiaries, ensuring visibility and strong support within this business area, fostering collaboration and operational success.
• Maintain a strong positive attitude with detail, ensuring high standards of professionalism and execution in all tasks.
  
  
  

Skills And Qualifications

Benefits of working at Samsung include

• Hybrid working – 3 days in the office and 2 days at home per week
• Car allowance
• Pension contribution
• Three volunteering days each year
• Holiday - 25 days plus bank holidays and an additional day off for your birthday
• Access to discounts on a wide range of Samsung products
• Access to a discount shopping portal
• Partner Colleagues are not eligible for Samsung Enhanced Paid Sick Leave but may be eligible for statutory payments from their payroll agency
• Up to 20 (pro-rata) Partner Absence days per calendar year to be used in times of need
  
  
  

A note on equal opportunities

We are an equal-opportunity employer and value diversity at our Company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status or disability status.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

• Please visit Samsung membership to see Privacy Policy, which defaults according to your location, at: https://account.samsung.com/membership/policy/privacy. You can change Country/Language at the bottom of the page. If you are European Economic Resident, please click here: https://europe-samsung.com/ghrp/PrivacyNoticeforEU.html