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Director of Product Support

Company: Samsung Electronics Per--
Location: Ridgefield Park
Posted on: September 17, 2022

Job Description:

Position SummaryMaking the future is everyday life at Samsung. We're seeking innovators who are called to not just change the world, but build a better one. We enable the best technology hardware on the planet, but our best is always a prototype for something better and our people thrive with a driven mindset - better builds on better. We believe that innovation and growth are driven by an inclusive culture and a diverse workforce. We aim to create a global team where everyone belongs and has equal opportunities, inspiring our talent to be their true selves. Together, we are building a better tomorrow for our customers, partners and communities.Title: Director - Product SupportPosition Summary Responsible for the overall management and leadership of ensuring Samsung Electronics America (SEA) Home Appliance (HA) and Home Entertainment (HE) products operate according to the highest quality and service quality standards, and ensuring product service/repair procedures are highly effective. This role will assume full responsibility and management of all testing activities from launch to end of product life. The Director will drive clear communication and establish strong relationships between cross-functional teams, domestically within SEA and internationally with production factories, Global CS Center and development (R&D) teams. This role is accountable for providing sufficient information for higher autonomy to make decisions that affect the cost of product quality and service. Director will manage the Product Engineering team.Role and ResponsibilitiesEssential Duties & Responsibilities

  • Director's function is to be fully engaged in development, negotiating, coordinating, and communicating product quality issues and counter measures between SEA Product Support and SEA Field Service Team with the Home Appliance and Visual Display (TV) GBM (HQ) counterparts
  • The Director will be responsible for developing high level strategy to achieve KPI goals related to the quality of the field repairs (Repeat Repair KPI is focus).
  • The Director will be responsible for developing high level strategy and insure product readiness for all products launching at SEA.
  • Manage ongoing projects by managing project plans and action items related to Product Support and Field Service projects.
  • Regular meetings and on-site visits with Samsung Field Service Managers with service partners to learn about current needs in the field.
  • Creates detailed reports which include: Quality reports for GBM, Status of ongoing projects, and Field Quality status. -
  • Escalates issues and reports pertinent data to Senior Leadership and HQ GBM.
  • Utilizes experience to motivate, assist, and develop other Product Support service personnel. -
  • Supports Samsung Sales, Marketing and Dealer support teams as needed to ensure end user customers service is being handled efficiently.
  • Performs other duties as directed by leadership.Skills and QualificationsBackground/Experience
    • Bachelor's Degree with minimum of 12 years' experience consumer electronics or home appliance or telecommunications or retail industry or High Tech industry and MBA is preferred
    • Minimum 10 years in Strategy or Project Management position
    • Minimum 10 years managing a diverse team, preferably in a service industry.
    • Experience gathering reports, KPI's and providing data analytics around the performance of our service partners.
    • Must be able to travel up to 25% domestically.Necessary Skills/Attributes
      • Thinking in a disciplined, strategic, analytical, and logical manner.
      • Strong written, verbal and presentation (to leadership) skill
      • Advanced Microsoft Excel, Power Point, & Word skills required
      • Ability to analyze large data sets to arrive at actionable conclusions
      • Adapting the leadership style most appropriate for each solution
      • Ability to work in a fast paced environment managing multiple projects simultaneously
      • Ability to communicate with both internal and external customers
      • Ability to both take strategic direction and deliver direction to team for actionSamsung Electronics America, Inc. is committed to employing a diverse workforce, and provides Equal Employment Opportunity for all individuals regardless of race, color, religion, gender, age, national origin, marital status, sexual orientation, gender identity, status as a protected veteran, genetic information, status as a qualified individual with a disability, or any other characteristic protected by law.#LI-MR1#Dedicated* Please visit to see Privacy Policy, which defaults according to your location. You can change Country/Language at the bottom of the page. If you are European Economic Resident, please click .* Samsung Electronics America, Inc. and its subsidiaries are committed to employing a diverse workforce, and -provide Equal Employment Opportunity for all individuals regardless of race, color, religion, gender, age, national origin, marital status, sexual orientation, gender identity, status as a protected veteran, genetic information, status as a qualified individual with a disability, or any other characteristic protected by law.COVID-19 Vaccine MandateSamsung Electronics America requires all employees to be fully vaccinated against COVID-19, unless a medical or religious exemption, or an exemption required under state/local law, is approved. Offers of employment are contingent upon proof that a candidate is fully vaccinated or qualifies for an exemption. - More details on how to apply for an exemption are provided after the application process is complete.Reasonable Accommodations for Qualified Individuals with Disabilities During the Application ProcessSamsung Electronics America is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application process. -If you have a disability and require a reasonable accommodation in order to participate in the application process, please contact our Reasonable Accommodation Team (855-557-3247) or SEA_Accommodations_Ext@sea.samsung.com for assistance. This number is for accommodation requests only and is not intended for general employment inquiries.

Keywords: Samsung Electronics Per--, Tenafly , Director of Product Support, Executive , Ridgefield Park, New Jersey

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