Field Operations Manager | Samsung Electronics

Position Summary

Who are we?
Samsung Electronics has grown into one of the world’s leading technology companies, recognized as one of the top 5 global brands. As a global leader in technology, we are transforming the world with the creativity and diversity of our talented people who drive this transformation.
Our company's success reflects the determination and talent of our people, aligned with our key corporate values: People, Excellence, Change, Integrity, and Co-prosperity. Our mission is to help people achieve the impossible.
We are inspired by what people want to accomplish in their lives and work to create products that empower them in new ways. This drive fuels our innovation.
Join us at Samsung and find your opportunity to do what you can't.
Looking for more? Visit our website www.samsung.com or our career page HERE!

Role and Responsibilities

Job Description

We are looking for an Field Operations Manager based in Montevideo, Uruguay.

This role is responsible for overseeing the day‑to‑day operation of Samsung service centers within the country, ensuring they meet Samsung’s quality and service standards. This role acts as the primary liaison between the broader CS organization, local operations, and the SELA CS division, presenting operational results to the Branch President and managing local CS talent. The leader also drives country‑level performance indicators—including sales and profitability—both directly managed and indirect.

Key Job Responsabilities

1. Operational Oversight – Ensure all service centers comply with Samsung standards for customer satisfaction, repair quality, turnaround time, retention programs, and other service metrics.

2. Stakeholder Collaboration – Build and maintain strong commercial relationships with service centers, local parts distributors, the commercial department, and the local office to align regional and branch strategies.

3. Performance Management – Track, analyze, and present country‑wide KPIs (sales, profitability, service metrics).

4. Strategic Initiatives – Develop and execute local strategies for service‑network re‑organization; stay current on local consumer‑protection legislation and industry trends.

5. Policy & Process Consulting – Act as an operations consultant and policy controller, ensuring adherence to Samsung procedures, standards, and continuous‑improvement initiatives.

Core Activities

• Establish and nurture excellent commercial relationships with service centers and local parts distributors.
• Conduct on‑site visits to understand operations, identify improvement opportunities, and design efficient work plans for both the local office and each service center.
• Align regional CS initiatives with branch needs by collaborating closely with the commercial department and local office.
• Ensure compliance with service indicators: Customer Satisfaction, Repair Turnaround Time, Repair Quality, Retention Programs, Service Center Evaluations, etc.
• Implement annual CS initiatives defined by the SELA CS division across the team.
• Communicate policy updates (service, warranty, retention) to distributors and partners.
• Travel frequently nationwide to visit service centers, retail stores, and evaluate candidate talent.
• Lead the development of a local strategy for reorganizing the service network.
• Monitor changes in local consumer‑protection legislation and adjust processes accordingly.

 

Requirements

Experience:

• 5+ years in operations management, customer experience, or process improvement.
• Proven track record managing KPIs related to sales and profitability.
• Hands‑on experience with CRM/ERP systems and data‑analysis tools.
• Demonstrated leadership of cross‑functional teams.

Education:

• Bachelor’s degree in Engineering, Business Administration, or a related field.
• Continuous‑improvement certifications (e.g., Six Sigma, Lean) are a plus.

Technical Skills:

• Process‑optimization and improvement methodologies.
• Data‑analysis & reporting tools (Excel, Power BI, Tableau, etc.).
• Proficiency with CRM/ERP platforms.

Language: Fluent in English (written & spoken).

Soft Skills:

• Strategic thinking & problem solving.
• Strong stakeholder‑management and negotiation abilities.
• Adaptability and willingness to travel extensively.

Skills and Qualifications

Why is Samsung Electronics the place to be?

Join a Global Team: Work with a dynamic and diverse team, constantly interacting with different cultures.

Tackle Big Challenges: Our history is built on overcoming challenges and striving for excellence. Join us in pushing the boundaries of technology and innovation.

Shape the Future: Collaborate in an open, innovative environment where your ideas come to life, creating products that redefine the future.

Make an Impact: Contribute to groundbreaking technologies that improve lives and support communities worldwide. At Samsung, your work truly makes a difference.

Benefits:

• Comprehensive health and wellness programs
• Professional development opportunities
• Global networking and collaboration

At Samsung, we want you to be yourself! We prioritize fairness and will never request personal information unrelated to the selection process, such as marital status, age, gender, religion, or political opinions.

[For Samsung Electronics Employees Only - Job Requisition Number: R118123]

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