Director - B2B Service - Pre-Sales Planning & Operations - Samsung Electronics America - New Jersey

Job description
Service Operations: This position will directly manage the Services Pre-sales, Planning and Operations team for Enterprise Business (EB) Services, and will report to the Head of EB Service. Will be responsible for developing and standardizing policies, tools and procedure, as well as optimizing operational readiness and execution. Will execute and support the strategy for new products introduced by Enterprise Business Division for Visual Display, PC, Tablet, Printer/BTA and Healthcare Medical Equipment, and other products as designate by the Head of CSD Enterprise Business Services. Work with EBD Sales and marketing to ensure proper product support and process alignment that meets business requirements. Interface with the Global Business Manager in order to get alignment to direction of service operations. Analyze customer centric measurements and reporting in order to drive service excellence. Metrics should both improve QOS and decrease cost. Support EB Service team through analysis, reporting and process /policy recommendations on an ongoing basis that drive SLA’s & KPIs set by HQ and top management. Maintain necessary reporting system to drive customer satisfaction in both and B2B.

Service/Pre-sales/Contracts/Finance/Process: Work through Pre-sales team in coordination with EB Sales/Marketing to provide Service Pack uplift on new deals, and prepare/review Service/Product pipeline. Create, review and manage, as appropriate, 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 EB Service and EBD management to ensure business needs are met.
Field Management: Assist Field Service teams in managing outsourced companies, vendors and Authorized Servicers as assigned by the head of EB Service. Work through Pre-Sales product specialists and product operations team to drive optimal performance in product category. Coordinate with the heads of each Services Product teams to ensure consistent and standardized processes and operational optimization.
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

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 Technology Products – Printer/Copier, 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

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