Manager, Field Support Da

Position Summary

At Samsung Electronics Canada, we take pride in the creativity and diversity of our talented people - they are at the forefront of everything we do. Their skillset and mindset drive our continued success. We want the best of the best at Samsung to join our team, not just those who fit into our Culture but those who will ADD to our Culture and make Samsung an even better place to work.

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If you want to work for one of the most recognized brands in the world and one of the Top 100 Employers in Canada...and have a ton of fun. then please keep reading

Our Perks:

- Hybrid Working Environment
- Competitive Salary and Performance based incentive plan for all levels
- Employer paid Medical and Dental coverage from day one
- Group RRSP plan that helps you save for the future
- Fantastic employee discount on all Samsung products
- Free on-site gym to get your sweat on
- Subsidized Cafeteria; including free Starbucks coffee/latte machine
- Tuition Reimbursement to keep you learning/Access of Samsung U for 24/7 online learning
- Employee Referral program
- we want great talent like you

The Manager, Field Support will monitor, report and assist in the resolution of quality issues on DA products. They will develop thorough DA servicing training modules. Develop a training curriculum for all the DA service providers. Ensure that all the necessary product technical requirements, training sessions and service manuals, are made available to our retail partners as requested. Responsible for finding alternatives for parts issues and delays ensuring that products are repaired to the highest level of customer satisfaction.

Manage field support tech team and external DA Service partners to strengthen Samsung Brand preference through differentiated experiences. Improve customer loyalty and create advocates through valued and memorable customer service interactions. Lower costs by working on programs on reducing service dispatches, prevent No Parts Used / No Fault service calls, and reduce product defects and product returns.

Role and Responsibilities

Essential Duties and Responsibilities:

- Responsible for of all Digital Appliances (DA) authorized service centers (ASC’s) including quality and customer service on a national scale
- Manage quality issues on DA product and work with HQ to find the solution
- Supervise field support techs.
- Work in conjunction with and providing strategic support to the DA sales team related to known quality issues, and product defects.
- Lead VOC Emergency process team for identification, action, resolution and prevention of future issues.
- Inspect & troubleshoot critical symptoms on defective units from ASC.
- Provide service manuals/Service Bulletin Information to ASC. Update service manual & bulletin database
- Implement new processes in DA division to improve overall service
- Bring new idea to achieve targeted KPIs
- Coordinate technical group trainings, Breakfast meetings to improve repair service and communication between technicians
- Expand Service Network coverage to support capacity growth, achieving 100% coverage
- Responsible for Branded Engineer Expansion converting ASCs to BE
- Expand Quality and ESG tools and programs such as HASS ( DA ) and Eco Component Repair ( VD ).
- Conduct ASC yearly audits and reporting back to NAHQ / CSHQ on results
- Prepare memo and Process guidelines for DA service division to help improve overall field operation
- Seek improvement areas and inefficiencies within our ASC and develop improvement plans, strategies while presenting them to the Service Managers team.
- Support, review and coach ASC staff to ensure efficient repairs in the quickest time possible
- Strategic planning and product quality monitoring to ensure best in class service.
- Deal with the day to day higher level issues that need to be resolved for the ASC’s and Retailers like London Drugs, Leons, 2001 Audio Video and Best Buy just to name a few.
- Ensure that the Service Network is optimized for full DA coverage across the country.
- Liaison with DA sales to strategically develop future service models
- Develop and carry out training programs and processes that will ensure DA Service calls are consistently handled more effectively and the overall quality of the repairs is increased to industry benchmark levels.
- Strategic planning and product quality monitoring to ensure best in class service.
- Prepare presentations and present to upper management and executive levels (internal and external parties)
- Ensure all DA reports are completed on a daily, weekly and monthly basis.
- Ensure that all DA Service Key Performance Indicators (KPI’s) are met as mandated by Head Quarters (South Korea)
- Reduce the overall DA service expenses while simultaneously improving repair quality and customer service.
- Access to new product information and products for use as samples for training and with assisting the ASC’s.
- Managing qual