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Samsung Field Support Executive - Slough
Title: Samsung Field Support Executive - Slough
Category: Sales / Business Development
Job type: Permanent
Job status: Full Time
Salary: £25,000.00 - £27,000.00
Salary per: annum
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The field executives will be responsible for ensuring Samsung Support is provided to Samsung Support Centres across the UK (Central Repair Centres, Samsung Experience Stores or Samsung Support Centres). They will act as point of contact for technical repair training, service performance and service related issues including rollout of new tools and applications. They will also provide additional cover for Senior Field Executives where needed for SSC expansion plans. Where required the field executive will be required to be on site at Support Centres for extended periods of times to support Samsung in delivering premium levels of service and support. They may also be required to attend meetings with Network Operators, Retailers or Enterprise Business to help promote the Samsung Support Network.

Main Duties and Areas of Responsibility:

 Looking after the Service network & team to ensure best in class support training and execution for all products within the network

 Building a consistent Samsung Support experience in Support Centres (formulate a process structure and templates to ensure consistent and efficient execution)

 Providing technical support to our repair partners, including customer service, product features, product repair and administration.

 Building relationships with customers and chosen repair partners

 Identifying issues and finding solutions before problems arise

 Gathering feedback from customers

 Managing Samsung Support Centre KPIs (Long Term pending, Repeat Repair, Net Promoter Score, Same Hour and Happy call)

 Delivering support training i.e. customer advice, software upgrade, new product features, new processes and systems

 Auditing customer touch points related to Samsung Support

 Ensuring Samsung standards are adhered to for all Samsung repair and support activities

 Supporting and controlling the volume of devices being managed in the Support Centre network (SSC, CRC and SES)

 Being the brand ambassador for Support Centres and what it actually means to the end customer

 Promoting the Samsung Support network to retail partners and enterprise business

 Where required support Front of House operation for nominated Samsung Support Centres


 Energetic and passionate about technology

 Able to motivate a team

 Good interpersonal skills

 Eye for detail

 Understanding of technology, retail and support

 Flexible to travel (must have clean driver's license)

 Able to multitask and meet tight deadlines

 Able to work under own initiative


* Staff knowledge retention - measured by Mystery Caller Checks

* Compliance - managed by manager visit checks

* Relationships - measured via Agent NPS Survey

This role will see you working for Blue Square whilst supporting Samsung.
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(3rd party vacancy)
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