Manager, Mx Service Operations

**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.

Did we catch your attention yet?

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

Manages MX Service Support Operation and Infrastructure responsible for managing, growing and optimizing the MX service partner network to ensure best in class service operation for MX consumers, carrier partners, retail partners, providing support to MX sales division, Call Centre and ASC support.

**Role and Responsibilities**
- Responsible to manage the day-today MX Service Operation support and Authorized Service Centre Partner network.
- Ensure that the MX Service Network is optimized to offer national service coverage to MX consumer, carrier and retail partners.
- Manage day-to-day MX Service Operation to monitor service level performance and address any issue that may arise that need immediate attention and resolution. Including, being constantly aware of service performance level, results, and early warning signs that may impact product quality due to hardware issue, network condition or consumer perception of product performance.
- Establish strong carrier partner relationship to deliver best in class service experience to consumers. This includes working with carriers partners to support in store service solutions and gain visibility to consumer end-to-end service experience.
- Ensure that all MX Service Operation internal KPI’s and carrier partners KPI’s are met, as mandated by HQ and carrier partners.
- Establish strong partnership with service partners to understand their business to ensure that partners are successful and profitable to maintain their business, re-invest into their business and ensure operation stability, profit and growth, ensuring that Samsung brand is affiliated with strong and stable quality service partners.
- Oversea investigations on product quality issues though technical hardware and/or network analysis with R&D and/or carrier assistance or through field evaluation/data log collection.
- Perform routine Service Partner Network audit to ensure Partners are compliance to Authorized Service Centre requirements and guidelines. Take appropriate action with service partner that are non-compliant.

**Education**:

- Post-secondary education in business and consumer electronics preferred.

**Knowledge**:

- Above average customer service skills and good negotiating skills.
- Motivated with a positive attitude and excellent time management skills.
- Ability to deliver a presentation to a group meeting or training session is preferred.
- Requires ability to maintain composure and demonstrate professionalism while meeting challenges of a fast paced changing work environment.
- In-depth knowledge of wireless/mobile communication products and technology including GSM, HSPA and LTE.
- Knowledge and strong understanding of the operation of mobile device and mobile networks.

**Experience**:

- 5-10 years experience as technical trainer, assistant service manage, service manager or a combination preferred.
- 3-5 years’ experience in technical support and repair of the repair of smartphone, tablets and wearable products.
- Some understanding on mobile network and infrastructure.

**Samsung is an equal employment opportunity employer.**

**Samsung has an accommodation process in place and provides accommodations for job applicants with disabilities as appropriate. Assessment and selection materials and procedures can be made available in accessible formats and methods as appropriate. If you require a specific accommodation because of disability or medical need, please let us know when selected to take part in our recruitment process so that reasonable arrangements can be made for the appropriate accommodations to be in place as you move through our process.**

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**#indhigh**

**Skills and Qualifications