MX Engineering Manager – CX

Position Summary

Why join our team?

Samsung is an internationally renowned organisation and ranks amongst the leading global technology organisations. Our Company philosophy is to devote its talent and technology to creating superior products and services that contribute to a better global society. We believe in placing high value in our people and technologies to underpin our success.
The Customer Experience team in Samsung UK is responsible for all aspects of support across all products, Consumer Customers and Business Clients alike. It sits as a key pillar of the overall organisation alongside Sales, Marketing and Finance locally whilst forming part of the global Customer Service infrastructure.

In Customer Experience, we support customers throughout the whole product ownership lifecycle from pre-purchase advice, throughout all aspects of product support in life, and then again at the point where replacement purchase is being considered.

Our support is provided through self-help Online digital support tools, through Agent led contact centre channels, and through a network of engineer resources on the high street, in customers’ homes and through a network of central repair centres.

Being part of the Customer Experience team for Samsung provides the exciting opportunity to engage with all aspects of customer support throughout the company to drive brand loyalty and thus organisational success and growth

This is an exciting opportunity to join our MX Service Delivery Team as Manager of the MX Engineering function. The MX Service Delivery Team covers mobile Samsung technologies and provides a support experience to Samsung customers across the lifecycle of their product. You will work within the Service Delivery team within the wider CX division.

MX Technical Manager is a critical role in all aspects of the operating model. Reporting into the Head of MX, you will be responsible for the management, training and support of mobile engineering across our ASC and Contact Centre network for our Mobility products and solutions. Continuously improving customer experiences by proactively identifying B2B and B2C fulfilment requirements and pressure points. This acts to maintain high service delivery for our mobile product across are internal and external partners, delivering against global scorecards set by Suwon.

We are absolutely passionate about delivering a premium level of customer support experience you associate with our brand. Working within MX Service Delivery, you will share that passion and be a fundamental part of the team that’s delivers an enhanced customer experience every time whilst finding new ways to elevate the support that we deliver.

Role and Responsibilities

Your key responsibilities

Accountable for the Design, delivery and in life support of new and existing repair and support processes for applicable Samsung Mobility and Compute products and technologies for all internal and external customer base. For example, but not limited to; Samsung Business Services Centre, ASC partner network, channel and internal contact centre partners. The scope of support typically includes end to end support journey improvements (1st contact to repair), working with training teams implement/improve CX processes, compilation of technical bulletins/ Customer FAQ responses and tracking achievements against targets.

Develop, document, report and govern processes around the delivery of services to meet Samsung requirements. Managing the implementation and delivery of Warranty Services, ACS and Contact Centre scorecards, Samsung Quality Awards and ongoing technical management for strategic Samsung ASCs and Contact Centres.

Develop relationships with the wider Samsung CX teams to support delivery of services within agreed performance levels and aligns with strategic objectives of the business.

Support the Head Of MX in the delivery & maintenance of a complete in life support of all MX products.

• Manage a team of experts across the technical and function that will help to deliver against the critical metrics and targets detailed below.

• Provide the mentoring and coaching to keep developing the team through performance driven goals and maintaining succession and continuity across various roles in an environment that is both enthusiastic and ambitious to do well.

• Ensuring Cost Awareness throughout. Look at continuous ways of making efficiencies and improvements through quality improvements; establish new ways of working, challenging the norm etc.

• Build a robust offering that can deliver technical support across all the required function.

• Use the experts in the team to create and distribute technical knowledge to aid each of the touchpoints that need this, whether that be online, field, training, commercial and quality functions

• Facilitate new product introduction from early life testing, product awareness, technical content creation through to the training out of tooling, ensuring all parties needing are in the know and in a state of readiness. This to be done in conjunction with the product management teams within the commercial areas and the CX training function.

• Foster and nurture strong relationship with ASC and Contact Centre leadership and staff to manage and maintain support and repair processes from first contact to repair completion.

• Evaluate ASC and Contact Centre readiness for new support processes planned locally or with HQ including reporting and improvement implementation. Engage with ASC and Contact Centres for technical support during key launches across MX and compute products.

• Work closely with Field Operations to ensure they have a strong technical understanding of ASC and Contract Centre processes to ensure standards are met on site

• Identify trends impacting MX service delivery then create and implement plans to improve against findings

• Create/edit product bulletins for known issues to be delivered to ASCs to help improve speed of resolutions for customers

• Deliver new technical training to ASC’s on systems and tools designed to remotely triage device issues and educate users on perceived faults

• Support the relevant teams to develop online troubleshooting steps with training and online teams to ensure contact centres have the tools to support customers

• Deliver plans to implement new repair process with ASC network across all MX and compute products

• Test and identify issues, and raise to senior partners where needed to ensure a resolution can be delivered

Skills and Qualifications

Your key people management responsibilities

• Provide clarity on strategy, team purpose & value and define the key areas of focus and direction.

• Support the development of your team through regular mentoring, coaching and feedback, 1:1s and on the job learning opportunities.

• Role model inclusion for your team to build trust and psychological safety.

• Ensure communication with your team is a core focus area including cascade of information from LT’s and relevant business updates.

• Manage the on boarding, off boarding process and the entirety of the colleague lifecycle process for all team members.

• Manage all annual people management cycles such as goal setting, evaluation and salary reviews to a high quality and in a timely manner.

• To be accountable for ensuring your team are aligned with company processes and procedures; such as compliance, meeting mandatory business cyclical deadlines, and understanding the what we value.

What we need for this role

To be successful, you will possess the following skills and attributes:

• Previous management experience or clear ambition to development management capabilities

• Proven track record of working within a diverse team

• Strong technical background in software including Samsung and Mobile market-related products

• Forensic and tenacious attitude to understanding technology in detail

• Confident communicator who can inspire and empower colleagues, with strong listening skills and the ability to elicit feedback from all team members

• Excellent customer focus - committed to treating customers in a fair and consistent way

• Tenacious approach to problem solving including complex technical enquiries

• Passionate about technology and consumer electronics, with experience of solution based platforms and an interest in new and emerging technologies

• Proven track record of developing and implementing continuous improvement both in process, technology and working practices

• Deep working knowledge of Samsung products

• Clear business vision and ability to develop strong business relationships with internal and external partners

Benefits of working here at Samsung include:

• Hybrid working (3 days office & 2 days at home)

• Bonus Scheme

• Pension contribution

• 3 x volunteering days each year

• Holiday - 25 days per annum plus bank holidays and an additional day off for your birthday!

• Access to staff sales discounts on a wide range of Samsung products

• Access to discount shopping portal

We are an equal-opportunity employer and value diversity at our Company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status or disability status.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

We create the future by fostering a diverse culture to drive sustainable growth.

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