European MX Service Network Junior Manager
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Position summary: The European MX Service Network, Junior Manager will join the team of European MX Service & Product Quality, part of the European Customer Satisfaction Operations (ECSO). ECSO operates under the Customer Satisfaction group in HQ (Korea) as a regional HQ across 16 subsidiaries and 35 countries in Europe. Located in Chertsey, Surrey, the role suits individuals keen on advanced technologies and a fast-paced tech environment with the aim of driving positive impact and innovation.
Role and Responsibilities
* Align communications, tasks and actions; act as information point for 16 technical support teams across European subsidiaries; build improvement plans and ensure execution with defined outcomes.
* Collaborate with European Field Service teams and the SVC Network Audit team in ECSO to update status of Service Network partners, reflect findings in Samsung systems and dashboards, and release a monthly Service Network Updates report; capture SVC Operations activity through data analysis and establish monitoring and alerting practices.
* Support existing and new Service Network projects; contribute to Network Optimisation and Network Expansion projects as per business strategy.
* Create and maintain Service Business documentation and G-DOCs; consolidate Service Network Updates reports and ensure compliance.
* Validate key Network health points, identify risks or misalignment, engage relevant teams and communicate with European subsidiaries and HQ for timely resolution.
* Coordinate analysis and reporting of issues affecting operations effectiveness; benchmark practices; identify need for new G-DOCs and trends; correlate 3rd party issues that influence Service Network performance.
* Analyze weekly/monthly KPI data; provide insights linking Product Performance to field operations; report to PQ team and HQ for alignment and action plans.
* Support forthcoming new technology developments across the EU Service Network.
* Collaborate with Service Delivery PICs in ECSO and across subsidiaries to ensure Service Policy Adherence and drive customer engagement and satisfaction.
* Contribute to weekly conference calls with subsidiaries; align with EU MX Product Quality PIC & MX SVC Operations PIC for coordinated efforts.
* Occasional European travel may be required based on business needs.
What we need for this role
* Knowledge of data analysis, business management/operations and compliance to EU regulations and company policies; prior experience is advantageous.
* Understanding of mobile business, product lifecycle, field support channels, NPS, UX; familiarity with related terms is ideal.
* Understanding of industry metrics (Mobile Care, NFF%, Defect%, CRRR%, OOW/IW); not essential but desirable.
* Ability to read trends in graphs/charts and willingness to learn.
* Experience with agile projects or working in agile environments.
* Passionate about technology and innovation; flexible and adaptable to workload changes.
* Strong communication and open-minded approach; proficient in Microsoft Excel, Word and PowerPoint; excellent English (spoken and written); other languages are an advantage.
* Educational background: BSc or equivalent in Business Administration/Management, Engineering or related field, or relevant work experience.
What does success look like?
* Analytical and practical skills; willingness to learn and improve.
* Attention to detail and target precision; self-motivated and proactive.
* Enthusiastic with a can-do attitude; comfortable working remotely and engaging with other functions/regions.
* Ability to operate in a fast-paced environment; strong collaboration with key partners and PICs across 16 subsidiaries.
* Clear and effective communications, tracking actions, and maintaining awareness of key metrics trends.
Benefits and Equal Opportunity
* Hybrid working – 3 days in the office and 2 days at home per week.
* Bonus scheme linked to individual, team and company performance.
* Pension contribution; three volunteering days per year.
* Holiday entitlement: 25 days plus bank holidays and a birthday off.
* Discounts on Samsung products and access to a discount shopping portal.
* Note: Equal opportunities statement remains in effect; Samsung is an equal-opportunity employer and provides reasonable accommodations on request for applicants with disabilities.
Please visit Samsung membership privacy policy for details. For EU residents, privacy notices are available via the Samsung Europe site.
Seniority level
* Entry level
Employment type
* Full-time
Job function
* Information Technology
Industries
* Computers and Electronics Manufacturing
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