Director - B2B Display & Mobile Computing - Samsung Electronics America - New Jersey

Job description
Service Strategy: This position will manage on developing strategy, policy and procedure, as well as execute that strategy for new products introduced by Enterprise Business Division (EBD) for Visual Display, PC, Tablet and other products as designate by the Head of the Customer Service Division (CSD) Enterprise Business Services. Work EBD Sales and marketing to ensure proper product support that meets business requirements. Interface with the Global Business Manager in order to get alignment to direction of service. Assess service requirements of all new products and produce launch plan.
Service Operations: Analyze customer centric measurements and reporting in order to drive service excellence. Metrics should both improve quality of service (QOS) and decrease cost. Responsibilities include analysis, reporting and process /policy recommendations on an ongoing basis that drive SLA’s & KPIs set by HQ and top management. Develop necessary reporting system to drive customer satisfaction in both B2C and B2B.

Service Contracts/Finance/Process: Create, review and manage all approval documents (PUMI)/policy and procedure documents by coordinating initiatives and inter-departmental projects, as well as those with outside vendors, customers, dealers and/or service centers. Upon approval, this position will ensure the process is properly updated in the GPPM system. Develop/Review all vendor agreements with management to ensure business needs are met.
Field Management: Manage outsourced companies, vendors and Authorized Servicers as assigned by the head of EB Service. Work through Regional Service Managers and Product Support Engineers to drive optimal performance in product category
Product Quality: Manage and review product engineer quality analysis, pre-production inspection and technical resource capacity
Duties & Responsibilities:
• Achieve KPI targets as set by top management by managing service assets and personnel
• Manage PPN (Policy and Procedure Notification) and get approval of stake holders and management for support plan. Assembly resources, vendors, system required to execute plan and manage based on approved SLA’s
• Manage outsource vendor companies to bid on outsource requirements. Establish a competitive matrix of vendors for top management decision based on ROI analysis
• Policy/Procedure - continually reviews and reports on current B2B Service policy and procedure efficiency and effectiveness, as well as compliance with corporate and division policy and strategic goals; updates changes to policies and procedures in
Performance Standards (How will duties be measured):
• Achieve KPI & MBO target
o KPI (Redo, LTR, TAT, SVC Cost(%) etc)
o MBOs as set by top management
• Maintain PPN properly
o PUMI in GPPM
• Maintain KPI targets as indicated by CSD
o Vendor performance management
o Competitive benchmarking
• Successful results from SIMS and GPPM Audit - B2B Service process review

Desired Skills and Experience
• Bachelor’s degree (statistics, business admin, or equivalent analytical discipline preferred); MBA is a plus
• 10~15 years of IT product Service operation experience
• Experience in Visual Display and/or PC and Tablet Service Management
• Familiar with common service procedures, parts management, RA processing, quality analysis, etc.
• Familiar with Consumer, Commercial and Information product technology
• High level of professionalism with internal and external customers
• Excellent communication skills
• Analytics, reporting and data mining skills
• Ability to multi-task in a fast-paced environment, work in high pressure multi-cultural environment, meets deadlines.
• Expert Microsoft Office skills (i.e., Word, Excel, Access), as well as other analytical tools
30% Travel required

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