Strategic Account Service Manager-Builder/Home Appliance (Remote in US)

Position SummaryFor decades, Samsung has been leading the charge on innovation. We see beauty in achieving excellence and our passion for change fuels our discoveries, inventions, and breakthrough technology. We believe that technology can, and should, make the world a better place, so we create new possibilities for people everywhere, push the limits of what’s possible, and constantly innovate.At Samsung Electronics America, we take pride in the creativity and diversity of our talented people – they are at the forefront of everything we do. Their skillset and mindset drive our continued success. Only the resilient and resourceful thrive in the daily dose of unexpected at Samsung. We unapologetically push to achieve unforeseen potential in everything we do, both within the workplace and at home. We fearlessly face challenges head-on, conquer the unconquerable, and are comfortable living in the uncomfortable zone. Together we make the impossible possible. Because at Samsung, we Own the Unknown.Are you ready to #OwnTheUnknown? Join us.Role and ResponsibilitiesWill be responsible for managing service side relationships with both retailers who sell B2C and supporting our builders and distributors in the new home construction market selling B2B.

Works closely with multiple internal departments (including, warranty, product support, A/R, field service, Product Liability, and sales) to quickly solve issues, and collaborate on future improvements

Coordinate efforts with various Samsung service representatives to ensure business needs and customer escalations are performed or handled in a timely manner.

Meet with internal and external partners, travel for on-site visits, and propose solutions for issues. Reports pertinent data to management, and HQ service operations.

Identify operational issues and implement corrective actions and escalate if appropriate.

Responsible for driving key project plans, relating to enhancing or developing new, unique, business offerings to our channel, or collaborating on projects that may impact overall health of the Care organization.

Is empowered to make on the spot decisions based on the situation at hand to maximize customer satisfaction, within acceptable corporate guidelines.

Successfully identify and develop improvement plans ranging from dealer policies to call center team interactions with dealers & customers

Manage Samsung’s internal Business Partners to achieve performance goals with our dealer and builder partners.

Develops and implements action plans for improvements, with clear reporting and follow up.

Presents strategic and tactical details on Samsung service programs for both the retail and builder channel.

Compile, edit, and gather accurate data and information pertinent to weekly and monthly performance reports, assuring they are legible and delivered on time. These reports can include, but are not limited to: onsite visit summaries, process documentation and analysis, issue identification, and action plans.

Territory will be based in Western US primarily in Pacific and Mountain Time zone areas. Key markets for retail and builder will include; Phoenix, Denver, Portland, Seattle, SLC, and Las Vegas to name examples.

Negotiates service contracts: influences internal teams to understand the retailer or builder needs; represents Samsung and negotiates detailed points with the dealers to minimize cost exposure

Damage and return control management

Background & Competencies Required:BA Degree from an accredited university is required

6+ years of experience, ideally in a customer-focused role

Ability to travel up to 40%

Microsoft Office

Previous experience in Consumer Electronics and Home Appliances a plus

Previous experience in the Home Builder/construction segment a plus

6+ years of experience, ideally in a customer-focused role

Experience managing projects and deliverables

Understanding of B2B environment

While a service function role, a strong sales oriented mindset is preferred, with the ability to influence results

Ability to identify gaps in procedures and policies; creates and manages improvement plans

Influences peers and leaders in other departments to help meet the service needs of the retail and builder business

Comfortable presenting regular updates to Senior leadership on the status if the business, including internal and client executives

Analytical capabilities to understand cost impacts and operational efficiencies; demonstrates capabilities to provide ROI analyses

Drafts and presents process or policy change proposals to internal influencers, including impact analysis on the business

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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.

Job Alerts : If you would like to be notified of new opportunities when they are posted, please click here at https://sec.wd3.myworkdayjobs.com/SamsungCareers/jobAlerts . You will be asked to create an account first if you do not already have one.Samsung Electronics is a global leader in technology, opening new possibilities for people everywhere. Through relentless innovation and discovery, we are transforming the worlds of TVs, smartphones, wearable devices, tablets, digital appliances, and network systems, and the entire semiconductor industry with our memory, system LSI, foundry, and LED solutions. Samsung is also leading in the development of the Internet of Things through, among others, our Smart Home and Digital Health initiatives.Since being established in 1969 , Samsung Electronics has grown into one of the world’s leading technology companies, and become recognized as one of the top global brands. Our network now extends across the world, and Samsung takes great pride in the creativity and diversity of its talented people, who drive our growth. To discover more, please visit our official newsroom at ( https://news.samsung.com/global/ ).