Supervisory Responsibility To establish a field service network through authorized service centre partners in order to provide a reliable, convenient service to customers. The management of products across all functions of Service, Sales, Competitors and Service Partners with the primary objective of improving customer satisfaction through appropriate service deliveries to both internal and external Samsung Customers. Primary focus area within this role is the emerging markets in West and East Africa. Main Purpose of the Job To proactively engage ASCs so as to ensure that:- operational standard is in place on an on-going basis; ASC are adequately prepared for new products to be launched into the market; and Payments claimed and/or made are compliant with the Samsung Systems; To ensure that the appointed Service Networks are appointed both within the responsible region meet the standards set by HQ from a skills base – Competencies and Computer Systems perspective. Key Results Area Management of all ASC Escalations to the SVC Team. Ensuring adherence of ASCs to the local Consumer Protection Act. Aligning and driving processes to meet or exceed the target KPI’s and in line with the CPA. Improving operational processes to achieve optimal performance and continually improve the ASC experience. Monitoring and escalation of missed KPI’s to the relevant individual with a plan to address the issue. Escalation of potential issues to Management level. All form and means of communication to ASC’s. Management of ASC relationship with Africa Office CS. Management of all ASC training requirements. Management of all ASC training. Monitoring of all payments made to the ASCs. Ensuring that all Standard Operating procedures which CS lays out are being adhered to by ASC’s Manage daily, weekly and monthly reporting on your respective ASC’s , including report to them (MBR’s/WBR’s&QBR’s) Service Network expansion in your assigned region, by ensuring suitable independent service partners are identified and ultimately vetted and appointed in accordance with A.O CS requirements Qualifications&Experience Degree / diploma in Business management Technical degree/diploma qualification will be advantageous Minimum 5 years corporate project management experience. Minimum 5 years’ experience in consumer electronics service industry or related field ; Preferable experience in dealing with complex Service requirements and deliverables. Exposure to Service Delivery methodologies. In depth knowledge of repair and service centre operations Experience in African market service delivery Extensive knowledge in the FMCG Electronics environment both pre-sales and post sales In-depth knowledge of service-related data, databases, Service Management systems Extensive experience in project management (process, system, technology) from conceptualization to result monitoring KPA/Major Tasks KPA/ MAJOR TASKS Customer Experience Turn Around Time Repair Pending Management Customer Satisfaction Index Financial Sustainability (Accredited network) B2B management Key Dealer relationship management Performance&compliance management Other Key Activities Long Term Repair Ratio (LTP) Customer Experience Repeat Repair Ratio (Redo) CMI (Customer monitoring index) R-NPS (Repair Net Promoter Score) Eco Repair Advancement UPC (Used parts control) Required Skill and Competencies Technical Knowledge of service process within consumer electronics industry. Strong knowledge of the consumer protection act. High level PC skills competency. (All Office programs) Knowledge of SAP based programs. Behavioural Planning&organizing. Sound Communication and Strong Interpersonal Skills with the ability to adapt to meet the needs / level of the particular audience being trained. Strong Customer Focus Independent – serf started with the ability to effectively work in an unsupervised environment. Attributes Stress Tolerance with the ability to meet tight deadlines. Strong analytical skills focusing on the identification of trends, opportunities and potential product related issues. Sense of Urgency with the focus on results. Co-coordinating skills aimed at multi skilling. Sound report writing abilities. Strong Problem-Solving skills Assertive yet with the ability to be flexible. #J-18808-Ljbffr