Account Executive Field Support Samsung

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.

You’ll be the key linchpin for all field actions and management providing excellent repair centre support. Your role will ensure all centres are adhering to Samsung’s quality standards and compliance.

You’ll 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 YOU’LL 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 KPI’s, 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?

• You’ll have excellent communication & relationship building skills to drive performance
• You’ll have experience solving problems with proven experience producing solutions from data led insights
• You’ll have experience in a relationship building role
• You’ll have a background in the service sector & customer experience
• You’ll have previous experience in performance management
• You’ll 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!