Samsung Ads · 1 day ago
Regional Service Manager
700 Sylvan Ave Englewood Cliffs, NJ, USA
Full-time
Onsite
Mid, Senior Level
$126K/yr - $156K/yr
6+ years expSamsung Electronics America, Inc. (SEA) is a leader in mobile technologies and consumer electronics. The Regional Service Manager will support service operations by establishing strategies, managing service network performance, and collaborating with cross-functional teams to align service execution with customer expectations.
Marketing & Advertising
Responsibilities
Support to improve service operation by establishing strategies, process checking and field auditing
Review progress on service-related goals which are achieved with a developed strategy. Proven ability to lead field service network projects, including expansion and restructuring initiatives, leveraging strong analytical and strategic skills
Examine processes regarding internal and external customers’ payment amounts and resolve issues which were pointed out
Strong understanding of consumer electronics service network operations, with the ability to manage and optimize network performance base on key performance indicators (KPIs)
Own Net Promoter Score outcomes by addressing the operational behaviors and systemic failures that shape customer perception, not by managing survey optics
Drive sustainable improvement through behavior change, set and reinforce clear performance expectations with service partners
Partner closely with cross-functional internal teams including sales, parts, warranty, product support, training, and contact center to align service execution with customer expectations
Report NPS trends, root causes, and recovery actions to senior leadership, translating field-level insight into clear, actionable narratives that drive decision making
This role requires approximately 30% travel, including visits to service partners, meetings, and operational reviews. Travel may vary based on business needs
Qualification
Required
Typically requires minimum 6 years' of related experience and a Bachelor's degree, or 3 years and a Master's degree; or a PhD without experience
Proven ownership of customer experience metrics, including Net Promoter Score (NPS) or equivalent customer satisfaction measures
Experience leading cross functional teams, and collaboration
Experience managing third-party service partners and/or pool technicians with direct accountability for performance
Willingness and ability to travel up to approximately 30%
Preferred
Experience in customer electronics, home appliances, or technical in-home service environments
Experience managing service networks across multiple business models (B2C, B2B, Builder, Dealer)
Background in operational transformation, performance recovery, or network optimization
Strong communication skills with the ability to translate field reality into clear narratives
Demonstrates good judgement in selecting methods and techniques for obtaining solutions
MS Office – Microsoft Word, Excel, Powerpoint
Benefits
Medical
Dental
Vision
Life Insurance
401(k)
Employee Purchase Program
Tuition Assistance (after 6 months)
Paid Time Off
Student Loan Program (after 6 months)
Wellness Incentives
MBO bonus compensation, based on company, division, and individual performance
Company
Samsung Ads
Samsung Ads helps consumers discover relevant content and brands across Smart TVs, mobile, and desktop.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Kimberly Lauterbach
Head Of Business Operations
Recent News
2025-12-16
2025-12-15
Company data provided by crunchbase