Field Operations Support Assistant Manager

Customer Service I Field Operations Support Assistant Manager

To be assigned in Customer Service Department, we are looking for a Field Operations Support Assistant Manager with below qualifications;

Roles & Responsibilities

Field Operations Support Assistant Manager involves overseeing and supporting field operations of the Customer Service department, mostly for Home Appliances and AV products, ensuring that Samsung customers receive top quality support and services.

• Partner and performance management of Brand Engineer operation to ensure a smooth and efficient process, including procurements, certifications, administrative works of the related service accounts.
• Take ownership of improving field operation by working cooperatively with related departments and business partners. Coordinating with other departments such as HR, procurement, legal, finance, field and related departments in the customer service division to ensure that the needs of the operation is fulfilled.
• Creating and managing partner & vendor contracts, monitoring SLA’s, procurement processes.
• PnL management of the Brand Engineer operation, prepare budget plan, run variance analysis and rolling forecasts.
• Keep track of service income and operational costs to identify areas for improvement. Prepare regular reports and drive the implementation of actions focused on increasing field technicians productivity, service sales income and reducing costs.
• Manage the relationships with service B2B key accounts and make the agreements in line with providing proper administrative and financial requirements.
• Coordinate authorized service centers to acquire aftersales certifications of Turkish Standarts Institute (TSE) and manage certification cost, process and the operation of the partner company.

Skills And Qualifications

• B.Sc. or Master degree from Business Administration, Engineering Departments, or Economics
• +5 years of experience in customer service, project management or related functions, preferably within the Consumer Electronics or related industries.
• Adaptive and entrepreneurial approach: demonstrates flexibility, energy, and initiative in fast-paced, unpredictable, and matrix business environment.
• Can work under pressure with tight deadlines and can handle escalations calmly and competently.
• Ability to collaborate with international teams and adapting strategies to align with global plan.
• Demonstrated skills at multi-tasking, planning and organization.
• Strong analytical and problem solving skills with result oriented mindset.
• Proficiency in leveraging data analytics to derive insights, identify trends to optimize after-sales processes.
• Strong commitment to understand operational needs and expectations, driving process optimization strategies across service center operations, Samsung departments and vendors.
• Advanced English skills, excellent written and verbal communication skills.
• Proficiency in Microsoft Office suite (Outlook, Excel, Word, PowerPoint, etc).