Director - Field Service Admin

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

Lead day-to-day field service operations for Samsung’s in-home service network, ensuring consistent execution and high service quality. Drive improvements across key metrics (FTF, LTP, NPS, TAT, appointment adherence) by analyzing trends, identifying root causes, and implementing corrective actions. Oversee service partners and the RSM team, manage the FSS call center, and lead operational programs and cross-functional initiatives to improve repair outcomes, coverage, and customer experience.

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FursaFursa
Samsung
Samsung
5 days ago

Director - Field Service Admin

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Last checked: 4 hours agoStatus: Live

Job Summary

Lead day-to-day field service operations for Samsung’s in-home service network, ensuring consistent execution and high service quality. Drive improvements across key metrics (FTF, LTP, NPS, TAT, appointment adherence) by analyzing trends, identifying root causes, and implementing corrective actions. Oversee service partners and the RSM team, manage the FSS call center, and lead operational programs and cross-functional initiatives to improve repair outcomes, coverage, and customer experience.
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 to ensure consistent execution, operational discipline, and service quality.
  • •Drive improvements in operational metrics (FTF, LTP, NPS, TAT, appointment adherence, and service efficiency) by monitoring performance and implementing corrective actions.
  • •Oversee governance and performance of service partners to ensure accountability to operational expectations, service quality standards, and customer experience objectives.
  • •Lead the RSM team and direct management of the FSS call center, including KPI monitoring, status reporting, and handling coverage/no-coverage service issues.
  • •Lead development and execution of operational programs and cross-functional initiatives to reduce repair cycle time, strengthen service coverage, manage risks, and provide insights to senior leadership.

Key Requirements

  • •Bachelor’s Degree with a minimum of 12 years of related experience.
  • •Experience leading multi-layered teams and building leadership capability across regional management structures.
  • •Experience managing partner/vendor networks with accountability for performance, service quality, and operational outcomes.
  • •Proven ability to improve operational metrics such as service cycle time, operational efficiency, customer experience, and first-time resolution.
  • •Deep understanding of field service ticket process, service coverage logic, network management, and ASC recruiting (including employee management).
Experience:12+ yearsConsumer electronicsTechnologyService operations
Education:Bachelor's
Skills:Operational leadershipAnalytical problem-solvingCross-functional leadershipStakeholder 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