Technical Customer Success Manager

Position Summary

Samsung is one of the most successful and fastest growing technology companies in the world. We approach everything we do with the spirit of a ‘joyful pioneer’- daring to defy barriers and striving to excel limits. At the heart of our DNA is the pursuit of excellence and bringing innovation to everyone, faster than anyone.

We are an extremely dynamic business, launching an incredible number and range of new products every year. We also firmly believe that our product ecosystem and portfolio of innovation set our brand apart.

It is the creativity and diversity of the people who work at Samsung that has made us one of the world’s most innovative companies and our people continue to drive our innovation forward. We have a passion for what we do and we employ like-minded people who want to continue to foster an open and collaborative environment in our business and with our partners.

The Opportunity

The Technical Customer Success Manager role presents an exciting opportunity to make a significant impact within our organisation, driving operational excellence, enhancing customer satisfaction, and contributing to overall business success. If you are a dynamic leader with a passion for service excellence, we invite you to join our team and be part of our journey towards excellence.

Role and Responsibilities

Network Management:

• Oversee and manage our network of Authorised Service Centres (ASCs) and repair facilities, ensuring alignment with company standards and objectives

• Producing daily long pending job report with estimated parts arriving information for internal stakeholders

• Maintain and achieve full regional service coverage for all products ensuring repair quality and customer service standards are maintained at the highest level

Performance Monitoring: Monitor and evaluate key performance indicators (KPIs) to assess the effectiveness and efficiency of our service network, implementing necessary improvements to drive operational excellence

Strategic Execution: Execute service network strategies in alignment with product value propositions and market expectations, working closely with cross-functional teams to ensure seamless integration and execution

Collaboration: Collaborate with the State Sales Manager and other stakeholders to ensure that our service strategy meets and exceeds customer expectations, supporting overall business objectives and revenue targets

Customer Focus: Maintain a strong focus on customer satisfaction and service quality, actively seeking feedback and implementing initiatives to enhance the overall service experience

Team Leadership: Provide leadership and guidance to the service team, fostering a culture of excellence, accountability, and continuous improvement

Reporting and Analysis: Prepare regular reports and analysis on service performance, identifying trends, opportunities, and areas for improvement to inform strategic decision-making

The nature of this role and level of responsibility may require reasonable additional hours over and above 37.5 hours per week and may also require work outside of ordinary hours.

Skills and Qualifications

• Minimum of 5 years of relevant experience in the consumer electronics or relevant industry

• Exceptional communication skills and a professional phone demeanour

• Demonstrated proficiency with at least 3 years of account management or relationship management and with deep understanding of the After Sales Service landscape

• Excellent verbal, written communication abilities and is highly self-motivated

• proven ability to cultivate and sustain long-term business relationships

• Strong organisational and priority management skills

What sets us apart from the rest?

A global leader in all things innovation. This opportunity will fast track your career. You’ll be joining a talented team of energetic, passionate and hardworking people that are committed to the customer and delivering solid results. We will give you the tools to help nourish your development, wellbeing and fast-track your career:

• Want to be more active? We've got you covered for discounts across selected gyms OR virtual fitness to workout at home

• Prefer driving to work? We offer free on-site parking

• We give great discounts across our products as well

• We also care about your personal development and have learning platforms & workshops available for you

• We've got some pretty fun team-building events too

• Hybrid working (1 day working from home per week)

• Think you’ve got what it takes? Join us now and Re-Imagine Your Future!

• #LI-Midsenior #LI-SEAU