Assistant Manager, CS Business Support Operation
Samsung, Vietnam

Position Summary

1. Business Supports Management
2. Services Network Management
3. Service KPI Management
4. Coordinating to handle Product Quality
5. Team Management

Role and Responsibilities

1. Business support management:
Dealer Collaboration: Setup master dealer visit plan base on sale plan & SVC performance, monthly come to dealer & collect feedbacks and share to dealer about SS's warranty services.
Online/ On class training for dealer call agent & installer: Collaborate with BUs to setup master dealer training plan, Collaborate & review with Samsung's Technical support team to design training content, exams, and prepare training facilities.
Management E warranty deactivation: Follow up & improve deactivate e-warranty process for technical issue at dealer site.
VOD handling & management: Monitor response time of Dealer care to feedback & solve VOD, Advice & give final solution VOD cases that escalated to top management. Work with regional Service Center and field in charge about Dealer dissatisfaction related to service and get improvement plan.
Business Collaboration: Regular meeting with sale team to share about product quality & align with biz teams to focus supporting for which dealer and what they want to support from service team.
Managing, improve Dealer Hot Line performance: Manage Dealer call agent’s hotline 1800 588 890 to manage abandon rate and dealers’ feedback & inquiries correspondence and handling

2. Service Network Management: cooperate with field team to review CE SVC Network Strategy, set up, and optimize the steady Service Center Network proper to market situation & sale plan

3. KPI Management: Handle and mange services KPIs, which have been assigned by Management

4. Coordinate to handle and control Product Quality: Collaboration with technical support and QA Factory to respond quickly for product field quality issues base on dealers and business feedback.

5. Team management: Manage business support team members, lead team to contribute well base on assigned targets and report to Part Leader directly. Motivate team members give innovative ideas and proactive to give ideas to create differentiated experiences to customers.

Skills and Qualifications

• Experienced professional with full understanding on specialized areas; resolves a wide range of issues in creative ways

• Works on problems of diverse scope where analyzing data requires evaluating identifiable factors. Demonstrates good judgement in selecting methods and techniques for obtaining solutions

• Normally receives little instruction on day-to-day work and receives general instructions on new assignments

• Typically requires minimum 5 years' of related experience

Job Rewards and Benefits