Sr. Manager, B2B Field Service Operations

Samsung
Plano
Workplace: OnsiteFull timeFunction: Field Service, Maintenance & Skilled TradesExperience: 8+ yearsEducation: bachelorsSkills: ["Service operations","Escalation management","Account relationship management","Inventory monitoring","Forecasting"]

Oversee B2B escalations from customers and sales for service solutions, ensuring high attention to operations support that improves brand image and drives customer loyalty. Manage proactive service project work for B2B Hotels TV, handle service account/relationship management, lead escalations support teams, and monitor inventory stock with forecasting. Coordinate and mentor Control Tower agents and provide customer-facing support including RSM support and VOC management.

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Samsung
Samsung
2 days ago

Sr. Manager, B2B Field Service Operations

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Last checked: 12 hours agoStatus: Live

Job Summary

Oversee B2B escalations from customers and sales for service solutions, ensuring high attention to operations support that improves brand image and drives customer loyalty. Manage proactive service project work for B2B Hotels TV, handle service account/relationship management, lead escalations support teams, and monitor inventory stock with forecasting. Coordinate and mentor Control Tower agents and provide customer-facing support including RSM support and VOC management.
Location: Plano
Workplace: Onsite
Employment Type: Full time
Job Function: Field Service, Maintenance & Skilled Trades
Seniority: Sr. Manager level

Key Responsibilities

  • •Oversee B2B escalations from customers and sales for service solutions, supporting operations to improve brand image and customer loyalty.
  • •Manage proactive service project work for B2B Hotels TV.
  • •Own CFA, RCLL & Inspire service account/relationship management.
  • •Lead LFD/HTV/Monitors escalations team and provide customer-facing support including RSM support and VOC management.
  • •Monitor, forecast, and manage operation inventory stock; coordinate and mentor Control Tower agents as T1 support.

Pay and Benefits

Perks:Health InsuranceDentalVisionLife Insurance401kTuition AssistancePaid LeaveStudent LoanWellness StipendEmployee Purchase

Key Requirements

  • •Bachelor’s Degree with 8+ years of related experience.
  • •Service Operations knowledge.
  • •Demonstrated ability to support internal and external stakeholders with soft skills and professionalism.
  • •Experience managing teams involved in escalations support.
  • •Experience with customer and sales service escalation operations.
Experience:8+ years
Education:Bachelor's
Skills:Service operationsEscalation managementAccount relationship managementInventory monitoringForecasting

Company Brief

Samsung
Global conglomerate known for consumer electronics, home appliances, semiconductors, displays, and mobile devices. Designs and manufactures a wide range of products and solutions for consumers, enterprises, and industrial customers worldwide.
Industry: Conglomerates & Holding Companies
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Seoul, South Korea
Founded: 1938
Glassdoor
Glassdoor: 3.7
WebsiteLinkedIn