ARE YOU THE ONE?
As a Field Support Executive, you will be core in driving the Customer Experience (CX) division to ensure that customers get the correct solution for their query, whether that is by providing technical expertise, in-field training, or the break-fix solution.
You will play a vital role is managing our service centre relationships for Samsung's Mobile division.
Youll be the key linchpin for all field actions and management providing excellent repair centre support. Your role will ensure all centres are adhering to Samsungs quality standards and compliance.
Youll champion information gathering and impeccable management of your network, leading to key KPIs for that area being hit.This will result in all customers being given the correct solution, first time and on time, building lifelong customer loyalty.
This is a field role which will include visiting partners along with virtual meetings.
WHAT YOULL BE UP TO
KNOWLEDGE CASCADE
Providing the front-line knowledge and know-how, to propel the Mobile Network Team
Delivering flawless execution of key tasks across the management of the Field Network being the go to support
STAKEHOLDER COMMUNICATION
Managing relationships with Samsung-approved repair centres, fostering strong communication and process improvement
Day-to-day discussions within the Mobile repair field teams, that can offer a flexible, consistent, and great customer service offering, delivering repairs the first time and on time.
Be part of the communication loop, briefing the changes and expectations out to the network of partners, which are consistent and acknowledged inclusive of contract management
TARGET TRACKING
Deliver results targeting the main KPIs, inline with Samsung approved repair partner standards
Drive the usage of Samsung tools and internal systems to accurately report on service centre performance.
OPERATIONS
Overseeing the management of the pending Work In Progress (WIP), ensuring all overdue jobs are completed as soon as possible, through the network support function and field team
Support the mobile experts in the team to understand and deploy all of the technical content to aid the field activities
Ensure that audits are carried out in line with HQ expectations, with corrective actions completed as per guidelines
INSIGHTS FOCUS
Support the gathering, analysis and sharing of quality insight on products to the relevant stakeholders in HQ and local teams, through feedback from the Field Network
Using data insights to inspire change and innovation
ARE YOU OUR PERFECT PARTNER?
Youll have excellent communication & relationship building skills to drive performance
Youll have experience solving problems with proven experience producing solutions from data led insights
Youll have experience in a relationship building role
Youll have a background in the service sector & customer experience
Youll have previous experience in performance management
Youll have a full UK driver's licence
WHAT YOU CAN EXPECT FROM US
Competitive Salary: £30,000 - £32,000 Per Annum
Performance Bonus: 15%
Company Car
Company Sick Pay
Samsung Discounts
Life Assurance: 4 times your annual salary
Perkbox (Rewards Portal)
Development Opportunities our teams have historically moved into all manner of other jobs!
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