Project Sr Manager I - B2B Displays (325140)

Project Sr Manager I - B2B Displays (325140)
Management Support, Regular Full-Time
# Samsung Electronics America _,Ridgefield Park New Jersey_
Dec 5, 2017
# General Description
Senior Project Manager, B2B Displays
Samsung Electronics is a global leader in technology, opening new possibilities for people everywhere. Through relentless innovation and discovery, we are transforming the worlds of TVs, smartphones, wearable devices, tablets, cameras, digital appliances, network systems, medical devices, semiconductors and LED solutions. Samsung is also leading in the Internet of Things space through, among others, our Smart Home and Digital Health initiatives. Since being established in 1969, Samsung Electronics has grown into one of the world?s leading technology companies, and become recognized as one of the top 10 global brands. Our network now extends across the world, and Samsung takes great pride in the creativity and diversity of its talented people, who drive our growth.
We are currently seeking Senior Project Manager, B2B Displays. This role is to improve Samsung?s service experience by supporting and enhancing the Customer Care Division (CCD) as it relates to B2B Enterprise IT-Project Management for all customers, vendors and IT Product Distributors and responsible for planning, managing and overseeing implementation of Customer Care B2B service projects. This Senior Project Manager, will also be responsible for creating and documenting business processes and developing measures to ensure the plan generates a positive customer experience.
We are looking for someone that has demonstrated competency in persuasive communication skills using both oral and written modes for internal and external personnel at all management and staff organizational levels. He or She must be able to communicate effectively at the C-suite and Executive levels for both our internal teams and external Partners and Customers.
Applies advanced knowledge and skills of a specific/specialized technical area with understanding of external environment factors and ability to provide expert advice, coaching and counseling within their particular discipline/functional area. Performs work under time schedules which are normally periodic or cyclical, including time sensitive deadlines, intellectual challenge, some language barriers, and project management.
Essential Duties and Responsibilities:
+ Establish project requirements and develop a project plan and associated timelines
+ Identify and manage project stakeholders/ resources which will include other departments/divisions within Samsung as well as third party companies. Hold assigned individuals responsible for completion of project action items
+ Develop and document custom business processes
+ Key point of contact throughout life of project
+ Create and produce reports that measure project results/outcomes
+ Responsible for driving results consistent with targets identified by executive management
+ Review Service Network to define process breaks
+ Continuously innovate better ways to build a stronger workforce such as extended warranty contract registrations, repair ticket management and development of a service center parts consignment service model
+ Coordination of third party contractors to provide quality checks at Samsung display installation sites
+ Responsible for the management and execution of serving as the primary customer interface and service program manager.
+ Responsible for reporting and forecasting of business performance.
+ Responsible to manage a cross-functional team from Engineering, Product Marketing, Sales Service Pre-sales to ensure customer requirements are being met.
+ Will be the Point of Contact for any and all TIGER Teams that will be required to meet highly urgent customer issues preventing customer dissatisfaction or product failures.
+ Responsible for managing daily customer satisfaction with SEA's post-sales support activities for product handling.
+ Managing teams with focus on policy and strategy implementation and control rather than development; short-term operational/tactical responsibilities.
+ Typically accountable for budget and policy recommendations and medium- to longer-term planning.
+ Works closely with multiple internal departments (including, warranty, product support, A/R, field service, and sales) to quickly solve issues, and collaborate on future improvements
? Coordinate efforts with various Samsung service representatives to ensure business needs and customer escalations are performed or handled in a timely manner
? Meet with internal and external partners, travel for on-site visits, and propose solutions for issues. Reports pertinent data to management and HQ service operations.
? Identify operational issues and implement corrective actions and escalate if appropriate.
+ Successfully identify and develop improvement plans ranging from dealer policies to call center team interactions with dealers & customers
? Manage Samsung?s internal Business Partners to achieve performance goals with our dealer partners.
? Develops and implements action plans for improvements, with clear reporting and follow up.
+ Presents strategic and tactical details on Samsung service programs for the IT products channel.
? Compile, edit, and gather accurate data and information pertinent to weekly and monthly KPI performance reports, assuring they are legible and delivered on time. These reports can include, but are not limited to: onsite visit summaries, process documentation and analysis, issue identification, and action plans.
? Presents regular status updates to Senior Service Management, both internal and clients
+ Schedules regular meetings with client partners to gather and disseminate information. This includes:
? Onboarding new Clients, setting appropriate expectations about the business and how to work effectively with Samsung
? Assessing partner?s strengths, weaknesses and additional support needs.
? Partner development and personnel relationship building.
? Analyze partner performance, observe the business and service practice, leverage expertise across the organization, and make recommendations to improve partner efficiency and productivity
? Monitor credit balance needs to minimize potential part ordering issues.
+ Is empowered to make on the spot decisions based on the situation at hand to maximize customer satisfaction, within acceptable corporate guidelines.
+ Represents Samsung and negotiates detailed points with the dealers to minimize cost exposure
+ Provides support at Business & Trade Shows, internal sales meetings, and external road shows when required.
+ Perform other duties as directed by management.
# Necessary Skills / Attributes
Background & Experience Required:
Bachelor degree with 12-15 years of IT Project Management experience in a comparable role
+ MBA is a plus
+ Project Management Professional (PMP) Certification preferred
+ Working knowledge of Microsoft Project Planner or comparable software program
+ Ability to identify gaps in procedures and policies; creates and manages improvement plans
+ Demonstrates a track record for continuous improvement
+ Influences peers and leaders in other departments to help meet the service needs of the IT Products business
+ Comfortable presenting regular updates to Senior leadership on the status of the business, including internal and client executives
+ Analytical capabilities to understand cost impacts and operational efficiencies; demonstrates capabilities to provide ROI analyses
+ Drafts and presents process or policy change proposals to internal influencers, including impact analysis on the business
+ Collaboratively work with interdepartmental teams to develop, track and implement improvement initiatives.
+ Ability to develop recommendations for new methods, procedures and implementation plans.
Necessary Skills and Attributes:
+ Excellent verbal and written communication skills
+ Customer service driven with excellent relationship management skills
+ Ability to effectively engage with, and present to, all levels of management
+ Ability to facilitate collaboration with diverse groups/stakeholders
+ Team oriented, but able to work independently and manage multiple tasks
+ Self-directed, self-motivated, and results-oriented
+ Exceptional skills in Microsoft Office, including Excel, PowerPoint and Word
# Company Information
Since being established in 1969, Samsung Electronics has grown into one of the world?s leading technology companies and has become recognized as one of the top 10 global brands. Samsung is currently ranked #2 on Forbes? ?Most Reputable Tech Companies? for 2016 and #6 on Interbrand?s "Best Global Brands? list for 2017.Our network extends across the world, and Samsung takes great pride in the creativity and diversity of its talented people, who drive our growth. As a result of our commitment to innovation and unique design, the Samsung organization is one of the most decorated brands in the electronics industry.
Headquartered in Ridgefield Park, N.J., Samsung Electronics America, Inc. (SEA) is a recognized innovative leader in consumer electronics, mobile devices and enterprise solutions. A wholly owned subsidiary of Samsung Electronics Co., Ltd., SEA is pushing beyond the limits of today?s technology and providing consumers and organizations with a portfolio of groundbreaking products in appliances, home entertainment, Internet of Things, mobile computing, smartphones, virtual reality, wireless infrastructure and wearables, in addition to offering leading content and services related to mobile payments, 360-degree VR video, customer support and more. Samsung is a pioneering leader in smartphones and HDTVs in the U.S. and one of America?s fastest growing home appliance brands.
Samsung's philosophy is based on our strong determination for growth, perpetual innovation and responsibility to corporate citizenship. As part of our Samsung Gives philanthropic platform, we offer companywide Days of Service, a volunteer time off program, and an employee giving match program, so our employees can support causes that are closest to their hearts and choose how they want to give back. Since 2002, Samsung has provided more than $46 million to more than 1,000 public schools and community organizations in the United States through its many citizenship initiatives, including the STEAM-education based Solve for Tomorrow Contest.
At Samsung we work hard every day. It is a fast-paced and challenging work environment, and we are a nimble team that constantly pushes ourselves to be the best. If you have energy, passion, dedication and drive, and you thrive in a fast-paced workplace, the rewards at Samsung are many. Apply today and find out why LinkedIn ranked us as one of North America?s Most InDemand Employers in 2015.
Samsung Electronics America provides Equal Employment Opportunity for all individuals regardless of race, color, religion, gender, age, national origin, marital status, sexual orientation, status as a protected veteran, genetic information, status as a qualified individual with a disability or any other characteristic protected by law.

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