Regional Operations Manager

Job Type:

Work Location:

Overview:

2020 Companies is now interviewing for a remote Regional Operations Manager representing our client, Samsung Electronics America.

The Regional Operations Manager - Care role is responsible for managing Samsung authorized service locations in a predefined geographical territory. This role offers consistent support to these services ensuring end user customers’ needs are fulfilled.

A Day in the Life as a ROM - Care Includes:

• Store assessments
• In-depth report on front of house, back of house, branding, inventory management
• Customer interactions
• Investigating escalations
• Establish and maintain relationship with service locations to enhance overall operations of the program
• support any cross-functional support lines of business such as Field Service Support (Tech Support)
• provide additional ticket and technical support to Samsung authorized services
• Account management
• Network management

What's in it for you?

• Receive competitive salary, paid weekly
• Next day pay on-demand with DailyPay
• Health/Dental/Vision Insurance
• 401K Program
• Paid Time Off
• Paid Holidays

Job Description:

• Fully engaged in assigned region, having a comprehensive working knowledge of their service operations - front-of-house and back-of-house assessment of stores, identifying process and operational strengths and opportunities, and action item follow up to ensure each store operates within clients authorized repair guidelines.
• Establish and maintain strong relationship with service locations to perpetuate operational efficiency, industry and marketplace read outs, and recommending improvement to management.
• Supports assigned regions with relevant training and coaching in specific product lines, administrative and service processes and per-location productivity management. Engages in professional feedback, development plans and corrective actions at a technician, store, and regional level.
• Ensures service partners are fully supported in all technical, procedural, and communication areas of the business. Conducts regular on-site visits to ensure operational excellence.
• Responsible for on-boarding new service locations, new major service product releases and any applicable field-management changes within designated regions.
• Compile, edit, and gather accurate data and information to develop technical and operational reports, assuring they are legible and delivered on time. Must have the ability to speak and summarize on a high level of their own respective region to management.
• Manages regional performance by assisting service centers in achieving and maintaining Key Performance Indicators (KPIs). When needed or requested, develops/implements action plans for improvements, with clear root cause analysis, reporting and follow up.
• Regular meetings and on-site visits with service partners to perform process improvement tasks, gather, disseminate information, and perform standard audits and assessments.
• Use targeted reporting tools and processes to prioritize actions and field on-site visits.
• Provide additional cross-functional tech support to client authorized network. Main duties will include ticket support, approvals, system usage, technical hardware and software support.  
• Perform other duties as assigned.

Qualifications:

• Preferred bachelor's degree with minimum of 3 years' experience in consumer electronics, home appliance or telecommunications or service retail industry - Associates Degree or GED with a minimum of 5 years' experience consumer electronics or retail industry also acceptable.
• Experience gathering reports, KPI's and providing data analytics around the performance of our service partners.
• Experience in account management, consumer electronics, and retail industry.
• Experience working under minimal supervision and guidance to identify and ensure achievement of production team goals and to complete individual work assignments within established time frames.
• Ability to develop and maintain excellent working relationships with business partners, peers and supervisors within the department through regular interfacing with management for information exchange.
• Must be able to travel up to 80% domestically.
• Ability to gather and analyze data from multiple sources.
• Ability to plan and prioritize multiple work assignments.
• Ability to read, write, and prepare product repaid orders and service tickets and to comprehend technical repair manuals, test procedures, and technical product information.
• Ability to solve problems involving similar or related conditions where solutions are determined from available choices and well-established guidelines; job duties involve some innovation and analysis to resolve new product problems and to develop operational and process improvement techniques.
• Professional communication skills including ability to communicate policies, procedures, and other relevant aspects of repair program.
• High level of visual insight and moderate color distinction for accurate test equipment operation, information analysis and error recognition.
• Ability to work with machines, tools, equipment, and work aids associated with electronic component test, assembly, and repair work including test equipment, testing devices, technician hand tools, cables, etc.; first aid kit is available and prescription safety glasses are required in certain test areas.
• Occasionally work additional hours beyond normal schedule during peak workload demands.
• Ability to lift, move, or adjust general office equipment, boxes, supplies, materials, or products weighing up to 25 pounds using proper materials handling procedures.

What You Can Expect From 2020 Companies
We welcome every voice, and we are committed to building a truly inclusive environment where your differences are not just welcomed, they are celebrated. We are always identifying opportunities to encourage our team to be their authentic selves, while working to provide a best-in-class experience for our employees. Whether that’s paid holidays, long-term career pathing options, personal development opportunities or professional stretch assignments, you can expect 2020 Companies to support you.

2020’s Commitment
We are committed to creating a diverse and inclusive organization and are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or other dimensions of identity.