Samsung Ads · 16 hours ago
Regional Service Manager
700 Sylvan Ave Englewood Cliffs, NJ, USA
Full-time
Onsite
Senior Level
$130K/yr - $136K/yr
6+ years expSamsung Electronics America, Inc. is a leader in mobile technologies and consumer electronics. The Regional Service Manager role focuses on enhancing service operations through strategic initiatives, process audits, and managing customer satisfaction metrics.
Marketing & Advertising
Responsibilities
Support the enhancement of service operations by establishing strategic initiatives, conducting process audits, and performing field inspections
Improve service performance through the management of internal key performance indicators, service marketing investments, and the development of operational manuals for field staff
Conduct customer satisfaction surveys and share the results with relevant departments to collaboratively address identified weaknesses
Review progress on service-related goals that have been 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 that were pointed out
Strong understanding of consumer electronics service network operations, with the ability to manage and optimize network performance based 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
Qualification
Required
Typically requires a minimum of 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 collaborating
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