Service Tracking Specialist

Samsung Electronics Ukraine is opening the vacancy of Service Tracking Specialist in Kyiv for general repair tracking and network management support.

Requirements:

• spoken English B1-B2 is a must
• 2+ yeas experience as Service Support Specialist, Service Assistant, Call Center Specialist
• Good knowledge of MS Office (Excel, Power Point), SAP is preferable
• education in logistics, engineering or equivalent

Responsibilities:

General  Repair Tracking and  Network Management  

• Daily tracking all pending repairs, data analysis and reports preparation
• Communication with SVC partners and Samsung for  details about Solution for pending cases
• Internal repair tracking systems management
• Abnormal pending cases investigation and improvements

Internal service systems support: 

• Partners support and education about internal reporting systems usage
• Guides and Manuals for service centers for new Processes (SVC policy, reporting rules, etc)
• SVC systems users support (new registrations, access authorizations and system settigs)
• Tracking system KPI and improvements (TRI management)

Repair Speed and KPI management

• Main KPI daily control to improve repair speed
• Monthly, Weekly report for repairs speed preparation and KPI management
• Service centers capacity monitoring and improvement 

Service related communication with Partners 

• Repair volume and distribution analysis by partners 
• Solving issues with problematic repair cases, investigation pending reasons
• Management on daily base repair CAPA (ASC capa and Engineers by product, operation scheduler), Coordination of repair distribution with contact center
• Execution of optimization  / extension plans based on network capacity and volume distribution analytics   (annually based plan)  to ensure high level of customer service

What does success look like?

• A ‘can do’ and positive attitude, and the ability to perform well under pressure, always providing the customer with more than they were expecting
• The ability to stop, review, measure and document challenges/opportunities and bring them to the attention of the relevant stakeholders for support and resolution
• Be able to cope well with change and the ambiguity which may exist while change is effected
• The ability to put the customer and their experience/journey first

Benefits of working here at Samsung include:

• Hybrid working with flexible hours
• Bonus Scheme
• Great development opportunities: corporate and external trainings; global company networking for professional and personal growth
• Holiday - 28 days per annum plus bank holidays
• Access to discount shopping portal
• Сanteen coverage onsite  
• Company benefits package: health and life insurance; corporate doctor company support for sports and recovery; employee personal support (marriage, child birth etc.)

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.

Interested? Send us your CV!
Our HR Team will consider your application and if you meet the position requirements, will contact you for further steps.