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Service Operations Manager

2 weeks ago

Dubai, Dubai, United Arab Emirates Samsung Electronics Company Limited Full time
Job Description

Samsung Electronics Company Limited is seeking a highly skilled Service Operations Manager to join our team in UAE.

The successful applicant will be responsible for managing Field Service Support, ensuring seamless service delivery, and driving business growth. Key objectives include:

  • Managing ASCs (Authorized Service Centers) and their service KPIs
  • Monitoring customer satisfaction and implementing measures to improve it
  • Understanding and monitoring ASC Profit and Loss statements
  • Expanding the service network
  • Providing system support for COSMOS, GSPN, and XML systems
  • Auditing and claim validation

Responsibilities include:

  • Ensuring all types of service support and KPI monitoring
  • Expanding the service network
  • Maintaining Samsung processes and procedures at ASCs
  • Analyzing ASC performance and conducting audits
  • Benchmarking competitors
  • Handling VOC (Voice of Customer), resolving happy calls, and validating them

To succeed in this role, you should have:

  • At least 5+ years of experience in customer service, technical support, or operations with a reputable consumer electronics company
  • Graduate Engineer or Diploma in Electronics, Electrical, or Telecommunication
  • Ability to perform under different conditions and work as a team player
  • Existing experience in GCC countries
  • Good networking skills with the local industry
  • Demonstrated ability to manage multiple partners
  • Self-starter with minimal supervision

About Samsung Electronics Company Limited:

We are a global leader in semiconductor, telecommunication, digital media, and digital convergence technologies. Our consolidated sales reached US$116.8 billion in 2009. With approximately 188,000 employees across 185 offices in 65 countries, we operate eight independently managed business units: Visual Display, Mobile Communications, Telecommunication Systems, Digital Appliances, IT Solutions, Digital Imaging, Semiconductor, and LCD. As a leading producer of digital TVs, memory chips, mobile phones, and TFT-LCDs, we continue to grow as a recognized global brand.