· KPI Management: Tracking of service Centre KPIs and implementation of improvement plans.
· Support LTP[long term pending] management initiatives through active follow up with repair centres
· Management of all repair centres' escalations by directing to appropriate PIC internally and/or externally and follow up till closure
· Monitoring and escalation of missed KPI’s to the relevant individual with a plan to address the issue
· Support on Periodic network audit of Service Centres
· To support in Aligning and driving processes to meet or exceed the target KPI’s, ensuring service centres operate as per set Samsung standards and ensure they are operating at optimal capacity to be able to support all the products in the market.
· To determine the missing gaps at Samsung service partners operations and deploy resources and training required to enhance quality and speedy service.
· Interaction with service partners to enhance compliance with SEEA repair process guidelines.
· Escalation of potential issues to management
· Support and assist other areas of the Service department where applicable.