Director - Field Service Admin

Summary Samsung Electronics America, Inc. (SEA), the U.S. Sales and Marketing subsidiary, is a leader in mobile technologies, consumer electronics, home appliances, enterprise solutions and networks systems. For more than four decades, Samsung has driven innovation, economic growth and workforce opportunity across the United States—investing over $100 billion and employing more than 20,000 people nationwide. By integrating our large portfolio of products, services and AI technology, we’re creating smarter, sustainable and more connected experiences that empower people to live better. SEA is a wholly owned subsidiary of Samsung Electronics Co., Ltd. To learn more, visit Samsung.com. For the latest news, visit news.samsung.com/us. Role and Responsibilities Role & Responsibilities • Lead day-to-day field service operations across the in-home service network, ensuring consistent execution, operational discipline, and service quality. • Drive improvements in key operational metrics including First Time Fix (FTF), Long Term Pending (LTP), NPS, TAT (repair completion time), appointment adherence, and overall service efficiency. • Monitor operational performance trends and identify root causes of service issues, implementing corrective actions to improve repair outcomes and operational stability. • Oversee the performance and governance of service partners, ensuring accountability to operational expectations, service quality standards, and customer experience objectives. • Lead the RSM team - Drive regional partner performance, readiness, and customer experience, often stepping in personally when speed, capacity, or execution risks threaten critical service deliverables. Monitor KPIs, compare planned versus actual progress, and generate status and progress reports in alignment with HQ SQA. • Leads the SBB – Samsung Beyond Boundaries team and SSD - Self Servicing Dealer team supporting our service coverage capabilities, builders & dealers service needs, and supporting strategic and specialized initiatives that improve customer experience. • Direct management of the FSS (Field Service Support) call center. FSS communicates directly with over 400 ASC accounts to help close tickets, update ticket statuses regarding parts, identify no-coverage service issues, provide overall ticket updates, track VOC/PL tickets with ASC, address coverage expansion needs, and develop an internal team structure to demonstrate career growth potential.         • Build strong relationships with service partners while driving performance improvements, capability development, and operational consistency across the service network. • Lead the development and execution of new operational programs aimed at improving repair outcomes, reducing repair cycle time, and strengthening service network performance. • Identify operational gaps, process inefficiencies, and friction points within service execution and implement solutions that improve process governance and operational consistency. • Partner closely with cross-functional teams including customer care, logistics, parts operations, product support, contact center, HQ and HQ Dispatchers to resolve operational challenges and improve the end-to-end service experience. • Manage cross-functional initiatives that impact field service operations, ensuring alignment across internal teams and successful execution of operational priorities. • Prepare and present operational performance insights, strategic initiatives, and improvement plans to senior leadership including VP and SVP stakeholders. • Foster a culture of operational excellence, accountability, and continuous improvement within the field service organization. • Analysis & Forecasting: Analyze trends, monitor changes in market coverage, create volume and holiday forecasts, and provide insightful explanations of key business drivers. • Identify potential problems/ weak coverage /coverage changes, propose