Director - Field Service Admin
Core
Lead day-to-day field service operations for Samsung's in-home service network, managing service partners, call centers, and operational programs to ensure service quality and efficiency.
Role type
Senior Director, Field Service Operations
Builds
In-home repair service network, service partner performance, call center operations, and operational improvement programs.
Domain
Consumer Electronics / Field Service Operations
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Operational leadership, partner network management, KPI analysis, root cause analysis, cross-functional collaboration, strategic planning, forecasting, process improvement, stakeholder management, executive communication.
Preferred skills
Experience in consumer electronics or technology sectors, transformation leadership, incentive design, network optimization.
Technologies
GPCA, ticketing systems, forecasting tools, KPI dashboards.
Responsibilities
Lead field service operations and drive improvements in metrics like First Time Fix and NPS; oversee service partners and the FSS call center; manage forecasting, inventory, and peak season planning; present strategic insights to senior leadership.
Seniority
Director, strategic & operational leadership