Samsung Field Support Executive

The Opportunity

We are currently recruiting for a Field Support Executive based in South London. This is a permanent position with Blue Square, supporting and working closely with our client Samsung, offering a salary between £28,000 - £30,000 per annum with a great bonus.

This is the perfect role if you want the opportunity to:

Work with a leading brand and make a real difference to our service partners.

Get full training and ongoing support to enable you to fulfil your role to the best of your potential.

The Role

The Service Delivery team within the Customer Experience (CX) division is the driving force behind ensuring that our customers get the correct solution for their query, whether that be by, providing the technical expertise, the in-field training, or the break-fix solution.

This role is to lead the MX (formerly IM) side of the Service Delivery team, by supplying the technical content to all stakeholders, through the technical team, which allows those functions to offer the best solution to our customers, plus overseeing the MX network of partners, from an administrative point of view and face to face field management.

The information provided and impeccable management of the network should lead to those key KPIs for that area being hit. If done well, all customers will be given the correct solution, the first time and on time, leading to building lifelong customer loyalty.

Within the first 6 months, it is expected that the network of repair partners will be at a very minimum structured in a way that provides strong and robust support across the High Street area, supported by a robust Collection partner(s). HQ/GBM is happy with progress within the MX field and UK in the top half of the global Samsung Quality Assessment (SQA), which is underpinned by an engaged and enthused team, who deliver against the expectations set down, with weekly results on the main KPIs shared, displaying that they are on or under the targeted figures.

Key Responsibilities:

Support the gathering, analysis and sharing of quality insight on products to the relevant stakeholders in HQ, GBM, ECSO and local teams, through feedback from the Field Network

Support the quick feedback and actioning of information in relation to Customer Insight verbatim, PL cases, Escalations etc.

Drive the usage of Samsung tools, Galaxy Diagnostic usage (IQC and OQC), On Front Stock (OFS)

MX field, that can offer a flexible, consistent and great customer service offering, delivering repairs first time and on time, whilst following brand guidelines at all times.

Communicating changes and expectations out to the network of partners, which are consistent and acknowledged inclusive of contract management

Support the MX experts in the team to understand and deploy all of the technical content to aid the Field applications

Other day-to-day activities that need to be supported in relation to MX Service Delivery activity

Skill and Experience
Essential:

Proven track record in team management

Understanding of technology, the retail industry and the support industry

Experience within mobile environments

Worked within a multicultural environment

Energetic and enthusiastic about technology

Full UK Driver’s Licence

What’s in it for you?

Salary: £28K - £30K per annum

Bonus: 15% of the salary

Company Car

Company Sick Pay

Life Assurance: 4 x annual salary

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