Director, Field Service Operations

Samsung
Plano
Workplace: OnsiteFull timeFunction: Field Service, Maintenance & Skilled TradesExperience: 12+ yearsEducation: bachelorsSkills: ["Operational leadership","Cross-functional collaboration","Analytical problem-solving","Stakeholder influence","Executive communication"]

Lead day-to-day field service operations and governance for a compliant CE Care service network, partnering with internal teams and external service partners to ensure accurate, timely service execution. Drive improvements in operational KPIs such as First Time Fix, repair cycle time, appointment adherence, and NPS by diagnosing root causes and implementing corrective actions. Oversee regional partner performance, manage a service call center and teams, and present performance and strategic plans to senior leadership.

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FursaFursa
Samsung
Samsung
1 day ago

Director, Field Service Operations

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Last checked: 57 minutes agoStatus: Live

Job Summary

Lead day-to-day field service operations and governance for a compliant CE Care service network, partnering with internal teams and external service partners to ensure accurate, timely service execution. Drive improvements in operational KPIs such as First Time Fix, repair cycle time, appointment adherence, and NPS by diagnosing root causes and implementing corrective actions. Oversee regional partner performance, manage a service call center and teams, and present performance and strategic plans to senior leadership.
Location: Plano
Workplace: Onsite
Employment Type: Full time
Job Function: Field Service, Maintenance & Skilled Trades
Seniority: Director level

Key Responsibilities

  • •Lead day-to-day field service operations across the in-home service network, ensuring consistent execution and service quality.
  • •Drive improvements in key operational metrics (FTF, LTP, NPS, TAT, appointment adherence, and overall efficiency) and implement corrective actions.
  • •Oversee performance and governance of service partners to meet operational expectations, service quality standards, and customer experience objectives.
  • •Lead the RSM team and Samsung Beyond Boundaries/Self Servicing Dealer teams to improve regional partner readiness and coverage capabilities.
  • •Direct management of the Field Service Support call center, ensuring ticket communication, status updates, coverage issue identification, VOC/PL tracking, and internal team development.

Key Requirements

  • •Bachelor’s degree and minimum 12 years of related experience in field service or operational leadership.
  • •Lead multi-layered teams and develop leadership capability across regional management structures.
  • •Manage partner/vendor networks and drive accountability for performance, service quality, and operational outcomes.
  • •Improve operational metrics (service cycle time, efficiency, customer experience, first-time resolution) in service/support environments.
  • •Demonstrate strong analytical/problem-solving skills to interpret operational data, identify root causes, and implement actionable improvement programs.
Experience:12+ yearsConsumer electronicsTechnologyField serviceCustomer service
Education:Bachelor's
Skills:Operational leadershipCross-functional collaborationAnalytical problem-solvingStakeholder influenceExecutive communication

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