Samsung Electronics · 4 hours ago
Regional Service Manager
Englewood Cliffs, NJ
Full-time
Onsite
Senior Level
$130K/yr - $136K/yr
6+ years expSamsung Electronics America, Inc. is a leader in mobile technologies and consumer electronics, and they are seeking a Regional Service Manager to enhance service operations. The role involves establishing strategic initiatives, conducting process audits, and managing service performance through key performance indicators and customer satisfaction surveys.
Consumer ElectronicsElectronicsManufacturingMobile AppsMobile Devices
Responsibilities
Review progress on service-related goals that have been achieved with a developed strategy
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. Travel may vary based on business needs
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 Electronics
Samsung Electronics is a technology company that engages in consumer electronics, IT and mobile communications, and device solutions.
10001+ employees
H1B Sponsorship
Samsung Electronics has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (206)
2024 (143)
2023 (234)
2022 (169)
2021 (144)
2020 (144)
Funding
Current Stage
Public CompanyTotal Funding
$4.75BKey Investors
U.S. Department of Commerce
2024-04-15Grant· $4.75B
2023-01-10Post Ipo Equity
1975-06-11IPO
Leadership Team
Boo-Keun Yoon
President & CEO
Jong Hee Han
Vice Chairman & CEO
Recent News
2026-02-03
Ilonggo Tech Blog
2026-02-03
2026-02-03
Company data provided by crunchbase