Regional Operations Manager

Overview

2020 Companies has immediate full-time technical jobs representing our client, Samsung Electronics America.

The Regional Operations Manager - Care role is responsible for managing Samsung authorized service locations in a predefined geographical territory. This role offers consistent support to these servicers ensuring end user customers’ needs are fulfilled.

A Day in the Life as a ROM - Care Includes:

• Store assessments
• In-depth report on front of house, back of house, branding, inventory management
• Customer interactions
• Investigating escalations
• Establish and maintain relationship with service locations to enhance overall operations of the program
• support any cross-functional support lines of business such as Field Service Support (Tech Support)
• provide additional ticket and technical support to Samsung authorized servicers
• Account management
• Network management

What's in it for you?

• Receive competitive salary, paid weekly
• Next day pay on-demand with DailyPay
• Health/Dental/Vision Insurance
• 401K Program
• Paid Time Off
• Paid Holidays

Job Contact

Duties and Responsibilities

Job Description

• Fully engaged in assigned region, having a comprehensive working knowledge of their service operations - front-of-house and back-of-house assessment of stores, identifying process and operational strengths and opportunities, and action item follow up to ensure each store operates within clients authorized repair guidelines.
• Establish and maintain strong relationship with service locations to perpetuate operational efficiency, industry and marketplace read outs, and recommending improvement to management.
• Supports assigned regions with relevant training and coaching in specific product lines, administrative and service processes and per-location productivity management. Engages in professional feedback, development plans and corrective actions at a technician, store, and regional level.
• Ensures service partners are fully supported in all technical, procedural, and communication areas of the business. Conducts regular on-site visits to ensure operational excellence.
• Responsible for on-boarding new service locations, new major service product releases and any applicable field-management changes within designated regions.
• Compile, edit, and gather accurate data and information to develop technical and operational reports, assuring they are legible and delivered on time. Must have the ability to speak and summarize on a high level of their own respective region to management.
• Manages regional performance by assisting service centers in achieving and maintaining Key Performance Indicators (KPIs). When needed or requested, develops/implements action plans for improvements, with clear root cause analysis, reporting and follow up.
• Regular meetings and on-site visits with service partners to perform process improvement tasks, gather, disseminate information, and perform standard audits and assessments.
• Use targeted reporting tools and processes to prioritize actions and field on-site visits.
• Provide additional cross-functional tech support to client authorized network. Main duties will include ticket support, approvals, system usage, technical hardware and software support.
• Perform other duties as assigned.

Qualifications:

• Preferred bachelor's degree with minimum of 3 years' experience in consumer electronics, home appliance or telecommunications or service retail industry - Associates Degree or GED with a minimum of 5 years' experience consumer electronics or retail industry also acceptable.
• Experience gathering reports, KPI's and providing data analytics around the performance of our service partners.
• Experience in account management, consumer electronics, and retail industry.
• Experience working under minimal supervision and guidance to identify and ensure achievement of production team goals and to complete individual work assignments within established time frames.
• Ability to develop and maintain excellent working relationships with business partners, peers and supervisors within the department through regular interfacing with management for information exchange.
• Must be able to travel up to 80% domestically.
• Ability to gather and analyze data from multiple sources.
• Ability to plan and prioritize multiple work assignments.
• Ability to read, write, and prepare product repaid orders and service tickets and to comprehend technical repair manuals, test procedures, and technical product information.
• Ability to solve problems involving similar or related conditions where solutions are determined from available choices and well-established guidelines; job duties involve some innovation and analysis to resolve new product problems and to develop operational and process improvement techniques.
• Professional communication skills including ability to communicate policies, procedures, and other relevant aspects of repair program.
• High level of visual insight and moderate color distinction for accurate test equipment operation, information analysis and error recognition.
• Ability to work with machines, tools, equipment, and work aids associated with electronic component test, assembly, and repair work including test equipment, testing devices, technician hand tools, cables, etc.; first aid kit is available and prescription safety glasses are required in certain test areas.
• Occasionally work additional hours beyond normal schedule during peak workload demands.
• Ability to lift, move, or adjust general office equipment, boxes, supplies, materials, or products weighing up to 25 pounds using proper materials handling procedures.