Overview
Why join our team? The European MX Service Network, Junior Manager will join the team of European MX Service & Product Quality, which belongs to the department of European Customer Satisfaction Operations team. ECSO (European Customer Satisfaction Office) reports to the Customer Satisfaction group in HQ in Korea, and is a key RHQ (Regional Headquarters) to function across 16 Subsidiaries for 35 countries in the European region. Located in Chertsey, Surrey, we are seeking individuals keen on advanced technologies, a fast-paced tech environment, market-leading products, and excited about creating a positive impact and driving innovation.
Responsibilities
* Align communications, tasks, and actions and act as the information point for the 16 technical support teams of European Subsidiaries; own responsibility for alignment across the European Service Network infrastructure and build improvement plans with defined outcomes and ensured execution.
* Collaborate with European Field Service teams and the SVC Network Audit team in ECSO to continuously update the status of Service Network partners, verify reflection 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, contributing to key Network Optimisation and Network Expansion projects in line with the Business Strategy.
* Create and maintain Service Business documentation and G-DOCs; consolidate Service Network Updates reports and ensure compliance where possible.
* Validate key Network health points, identify risks or misalignments, and engage relevant teams and communication with European subsidiaries and HQ for timely resolution.
* Coordinate analysis and reporting of issues affecting operations effectiveness, including benchmarking, identification of new G-DOCs, field trends, technology/eco implementation practices, and correlate 3rd party issues that influence Service Network performance.
* Analyze and monitor weekly and monthly KPI data; provide insights linking Product Performance to field operations, read trends, and report to PQ team and HQ for alignment and action plans.
* Support forthcoming technology developments across the EU Service Network.
* Collaborate with Service Delivery PICs in ECSO and across European Subsidiaries to ensure Service Policy Adherence and drive customer engagement and satisfaction.
* Participate in weekly conference calls with Subs to update and align actions, in collaboration with EU MX Product Quality PIC and MX SVC Operations PIC for inter-team coverage.
* Occasional European travel may be required depending on business needs.
Qualifications
* Knowledge and understanding of data analysis, business management, business operations, and compliance with EU regulations and company policies. Previous experience is an advantage.
* Understanding of Mobile business, Mobile product in market, Mobile operations and services, and Mobile Care over the lifecycle. Familiarity with field support channels and terms such as NPS and UX is ideal.
* Understanding of industry-standard metrics and their correlation to day-to-day activities (e.g., Mobile Care, NFF%, Defect%, CRRR% (Bounce Ratio), OOW/IW); desirable but not essential.
* Ability to read and interpret trends in graphs and charts; willingness to learn more.
* Experience with agile projects or working under agile practices; passion for technology and innovation.
* Flexible and agile to adapt to workload changes; strong communication and open-mindedness.
* Proficiency with Microsoft Excel, Word, and PowerPoint; excellent English (spoken and written); additional languages are an advantage.
* BSc or equivalent degree in Business Administration, Business Management, Engineering, or a related field, or equivalent relevant work experience.
Benefits
* 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: 25 days plus bank holidays, and an additional day off for your birthday
* Access to discounts on Samsung products
* Access to a discount shopping portal
* Partner Colleagues are not eligible for Samsung Enhanced Paid Sick Leave but may be eligible for statutory payments
* Up to 20 (pro-rata) Partner Absence days per calendar year
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