Position Summary
Why join our team?
The European European MX Service Network, Junior Manager will join the team of European MX Service & Product Quality, which belongs to the department of European Customer Satisfaction Operations team.
ECSO (European Customer Satisfaction Office) reports to the Customer Satisfaction group in HQ in Korea, and is a key RHQ (Regional Headquarters) to function across 16 Subsidiaries for 35 countries in European region.
Located in Chertsey, Surrey, seeking individuals keen on advanced technologies, fast pacing tech environment, market-leading products and thrilled on the idea of creating positive impact and drive innovation.
Role And Responsibilities
Your key responsibilities:
- Main scope of the role is to align the communications, the tasks and actions, and act as information point for the 16 technical support teams of European Subsidiaries, owning key responsibility for alignment across the European Service Network infrastructure, and to build improvement plans, ensuring planning execution and defined outcome
- Key responsibilities include close collaboration with the European Field Service teams and SVC Network Audit team in ECSO, to ensure continuous updates on status of Service Network partners and verify accurate reflection on all Samsung systems and dashboards, and release a monthly Report of Service Network Updates. Also, responsibility for capturing SVC Operations activity on data analysis and establish monitoring and alerting practises
- Support the existing and new Service Network projects, and contribute on key Network Optimisation and Network Expansion projects, as per Business Strategy
- Responsibility on creating and maintaining the Service Business documentation and G-DOCs and all related consolidation of Service Network Updates Report, and ensure compliance at best potential
- Validation of key Network health points, identification of potential risks or misalignment and engage the corresponding teams and communication with European subsidiaries and HQ to ensure effective and timely resolution
- Coordinate analysis and reporting of issues affecting operations effectiveness, success, including Benchmarking practises, potential need for new G-DOCs, new field trends and tech/eco implementation practises, and correlate 3rd party issues that potentially influence or affect the Service Network performance
- Analyse and monitor on weekly and monthly basis the data related to Key Performance Indicators and provide insights, that link Product Performance to field operations and “read” trends and report to key partners in PQ team and HQ for alignment, adjustments or redesign on strategy and action plans
- Support forthcoming new technology developments across the EU Service Network
- Collaborate closely with the Service Delivery PICs in ECSO and across European Subsidiaries with alignment of Service Policy Adherence and operation, to ensure best potential for driving customer engagement and satisfaction
- Contribute on the weekly conference calls with Subs by participating updates and actions for alignment and follow up, in collaboration and alignment to EU MX Product Quality PIC & MX SVC Operations PIC for joint efforts and holistic coverage on EU MX part
- European travel may be required occasionally subject to business needs
What we need for this role:
- Knowledge and understanding on Data analysis, Business management. Business operations, Compliance to EU Regulations and Company policies – previous experience would be an advantage
- Understanding of Mobile business, Mobile product in market, Mobile operations and services, Mobile Care over Lifecycle. Familiarity with the field support channels and related terms NPS, UX would be ideal
- Understanding of industry standard important metrics along with correlation to the day to day activities such as Mobile Care, NFF%, Defect%, CRRR% (Bounce Ratio), OOW/IW – desired but not essential for the role
- Understanding of trends on graphs/charts, and willing to learn more
- Experience on participating on agile projects or working under agile practises
- Passionate about technology and innovation
- Flexible & agile to adapt to workload changes
- Communication skills & open minded approach is a must
- Comfortable with Microsoft Excel, Word and Power Point
- Excellent English, oral and written – other language skills is an advantage
Skills And Qualifications
What does success look likeL
- Analytical & practical skills
- Willing to learn, and learn more
- Attention to detail & target precision
- Self motivated & Proactive
- Enthusiastic & Can-do attitude
- Comfortable to work remotely and engage other functions/regions
- Comfortable to work in a fast-paced environment
- The candidate would potentially acquire a confident view on Product Lifecycle projects & Service operations and timeline needs over product lifecycle and market seasonality, close collaboration and engagement with key major European partners and the corresponding PIC in 16 Subs, and would have good understanding on consolidating driving factors and improvement needs on the field
- Success to be measured based on efforts, engagement levels, contributions on the regular weekly activities the efficiency of actions and effectiveness on communications and escalations
- Primary and weekly achievement would include communications with the key partners in MX SVC&PQ team, Subsidiaries and HQ, follow up on actions plans and awareness on key team critical metrics trends
- Proactive attitude, progressive approach, enthusiastic for improvement, eager on permanent solutions and good relationship establishment would be the ideal behaviours to succeed in this role
Why join our team?
The European European MX Service Network, Junior Manager will join the team of European MX Service & Product Quality, which belongs to the department of European Customer Satisfaction Operations team.
ECSO (European Customer Satisfaction Office) reports to the Customer Satisfaction group in HQ in Korea, and is a key RHQ (Regional Headquarters) to function across 16 Subsidiaries for 35 countries in European region.
Located in Chertsey, Surrey, seeking individuals keen on advanced technologies, fast pacing tech environment, market-leading products and thrilled on the idea of creating positive impact and drive innovation.
Your key responsibilities
- Main scope of the role is to align the communications, the tasks and actions, and act as information point for the 16 technical support teams of European Subsidiaries, owning key responsibility for alignment across the European Service Network infrastructure, and to build improvement plans, ensuring planning execution and defined outcome
- Key responsibilities include close collaboration with the European Field Service teams and SVC Network Audit team in ECSO, to ensure continuous updates on status of Service Network partners and verify accurate reflection on all Samsung systems and dashboards, and release a monthly Report of Service Network Updates. Also, responsibility for capturing SVC Operations activity on data analysis and establish monitoring and alerting practises
- Support the existing and new Service Network projects, and contribute on key Network Optimisation and Network Expansion projects, as per Business Strategy
- Responsibility on creating and maintaining the Service Business documentation and G-DOCs and all related consolidation of Service Network Updates Report, and ensure compliance at best potential
- Validation of key Network health points, identification of potential risks or misalignment and engage the corresponding teams and communication with European subsidiaries and HQ to ensure effective and timely resolution
- Coordinate analysis and reporting of issues affecting operations effectiveness, success, including Benchmarking practises, potential need for new G-DOCs, new field trends and tech/eco implementation practises, and correlate 3rd party issues that potentially influence or affect the Service Network performance
- Analyse and monitor on weekly and monthly basis the data related to Key Performance Indicators and provide insights, that link Product Performance to field operations and “read” trends and report to key partners in PQ team and HQ for alignment, adjustments or redesign on strategy and action plans
- Support forthcoming new technology developments across the EU Service Network
- Collaborate closely with the Service Delivery PICs in ECSO and across European Subsidiaries with alignment of Service Policy Adherenceand operation, to ensure best potential for driving customer engagement and satisfaction
- Contribute on the weekly conference calls with Subs by participating updates and actions for alignment and follow up, in collaboration and alignment to EU MX Product Quality PIC & MX SVC Operations PIC for joint efforts and holistic coverage on EU MX part
- European travel may be required occasionally subject to business needs
What we need for this role
To be successful, you will possess the following skills and attributes:
- Knowledge and understanding on Data analysis, Business management. Business operations, Compliance to EU Regulations and Company policies – previous experience would be an advantage
- Understanding of Mobile business, Mobile product in market, Mobile operations and services, Mobile Care over Lifecycle. Familiarity with the field support channels and related terms NPS, UX would be ideal
- Understanding of industry standard important metrics along with correlation to the day to day activities such as Mobile Care, NFF%, Defect%, CRRR% (Bounce Ratio), OOW/IW – desired but not essential for the role
- Understanding of trends on graphs/charts, and willing to learn more
- Experience on participating on agile projects or working under agile practises
- Passionate about technology and innovation
- Flexible & agile to adapt to workload changes
- Communication skills & open minded approach is a must
- Comfortable with Microsoft Excel, Word and Power Point
- Excellent English, oral and written – other language skills is an advantage
- BSc or equivalent degree in Business administration, Business management, Engineering, or relevant field, or similarly relevant work experience
What does success look like?
- Analytical & practical skills
- Willing to learn, and learn more
- Attention to detail & target precision
- Self motivated & Proactive
- Enthusiastic & Can-do attitude
- Comfortable to work remotely and engage other functions/regions
- Comfortable to work in a fast-paced environment
- The candidate would potentially acquire a confident view on Product Lifecycle projects & Service operations and timeline needs over product lifecycle and market seasonality, close collaboration and engagement with key major European partners and the corresponding PIC in 16 Subs, and would have good understanding on consolidating driving factors and improvement needs on the field
- Success to be measured based on efforts, engagement levels, contributions on the regular weekly activities the efficiency of actions and effectiveness on communications and escalations
- Primary and weekly achievement would include communications with the key partners in MX SVC&PQ team, Subsidiaries and HQ, follow up on actions plans and awareness on key team critical metrics trends
- Proactive attitude, progressive approach, enthusiastic for improvement, eager on permanent solutions and good relationship establishment would be the ideal behaviours to succeed in this role
Benefits of working at Samsung include
Partner Colleague
- Hybrid working – 3 days in the office and 2 days at home per week
- Bonus scheme linked to individual, team and company performance
- 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.
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