Product Support Manager

Position Summary The European DTV Product Support Manager will support a team of European subsidiary technical support managers and engineers to enable best in class customer service and ongoing continuous improvement in DTV Repair and Service across Europe. Role and Responsibilities Help the European Training Manager to build a stable platform to develop the support structure and training mechanisms to drive technical knowledge and soft skills that will maximise Customer Experience and promote sales growth. Support the European Head of Product Support to define periodic operational targets and manage the main KPIs impacting the business (Satisfaction, Quality, Speed & Cost) Drive the Product Support Team to analyse and review the data provided to help achieve the KPIs. Devise, propose and implement Product Support strategies which align with the overall European /HQ strategies. Work closely with the European Service Network Manager and other key stakeholders to ensure the readiness of the Service Network for any New Product Introductions. Effective delivery of support to the Subsidiary Product Support Managers and Authorised Service Centre Engineers within the DTV networks across Europe. Identification of product technical issues/trends and own the escalation and communication with European subsidiaries and HQ to ensure effective and timely resolution. Monthly analysis and reporting of product technical issues. Regular compilation and validation of Technical Tips/FAQ's Proactive support to develop overall technical and customer skills competency within the ASC Engineer community Management of technical samples & field testing to ensure that product launches are successful Make recommendations and action plans to improve the quality and consistency of the service and customer satisfaction data from a technical support perspective. Work with ECSO Audit & Quality and Training teams to identify operational improvements in the Service Network, highlight training needs and enhance Audit and Training systems and processes. Report and analyse data from various sources, monitor Key Performance Indicators and produce insight, trend and quality reports, including PowerPoint presentations for conferences, meetings and training. Provide assistance with the collation of presentation materials, minutes and actions follow up. Support on-going projects, manage communications and task lists, ensure timescales are met, follow up and escalate issues. Drive and motivate project team members to deliver actions and updates. Frequent European and occasional Global travel may occasionally be necessary subject to business needs. Skills and Qualifications Experienced professional with full understanding on specialized areas; resolves a wide range of issues in creative ways Works on problems of diverse scope where analyzing data requires evaluating identifiable factors. Demonstrates good judgement in selecting methods and techniques for obtaining solutions Normally receives little instruction on day-to-day work and receives general instructions on new assignments Typically requires minimum 5 years' of related experience and a Bachelor's degree, or 3 years and a Master's degree; or a PhD without experience * Please visit Samsung membership to see Privacy Policy, which defaults according to your location. You can change Country/Language at the bottom of the page. If you are European Economic Resident, please click here.