Position Summary

Role and Responsibilities

1. [Service Center Operation] Manage service center operation for IM product in standalone service center (Bangkok, Metro, Central, East, West) and be backup field support for dedicated in-mall & InSS L2 service center. This is majority for service KPI operation both of HQ and local initiative KPI for monitoring result/ issue/ countermeasure as given target.

2. [Service Network Management] Conduct service network planning for nationwide IM to align with management / sale strategies, competitions benchmarking to make differentiated service network.

3. [GBS Project Leader] Lead/Mentor/Coach Galaxy Butler Service Team(GBS) to improve the service operation, maximize customer satisfaction and reduce the gap between TSE and service centers. Including perform the GBS individual development plan / succession plan for career path development.

4. [Service Innovation Project] Manage the remote area as nationwide pickup service at all channels (dealer : open/ operators/ key sub-dealer, customer : door-to-door service, InSS CP) including of KPI monitoring and improvement. Study possibility for alternative network solution upon country situation and status of competitor regular

5. [Manage SC+, SAAP] To manage the service function/related activities foe insurance by TSE linkage with TSE management support (legal, accounting) and IM SCBD/Trade marketing team to expand Samsung Care+ package for new launch product. This is both B2C and B2B including setup the SAAP(Service As A Product) project.

Skills and Qualifications