Director, Field Service Network Governance

Position 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 Statesinvesting over $100 billion and employing more than 20000 people nationwide. By integrating our large portfolio of products services and AI technology were 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 . For the latest news visit and Responsibilities

The Director of Field Service Network Governance leads the business processes controls and support functions required to maintain an effective and compliant CE Care service network. This position is responsible for service-partner contracts account administration onboarding master data system access training coordination partner communications financial administration and budget planning. The role works closely with Field Service Operations Finance Accounting Legal Credit Compliance Warranty Product Management Training Information Technology B2B Dacor and external service partners. The Director ensures that service-network processes are accurate timely compliant and aligned with operational priorities. The role supports service continuity partner readiness financial control and consistent customer outcomes.

Lead the Service Network Governance organization and establish priorities procedures controls and performance expectations.

Oversee the administration and governance of CE Care B2B Dacor and other field-service accounts.

Manage the service-partner contract lifecycle including development execution renewal amendment and termination.

Coordinate contractual legal credit accounting compliance banking and documentation requirements with internal stakeholders and external partners.

Lead the onboarding of new service providers accounts and technicians including background checks training account setup documentation and system access.

Oversee the creation and maintenance of customer vendor service-provider and technician master data.

Ensure that account information banking details labor rates service terms contact information and technician status are accurate and current.

Manage service-network access to company systems applications and training platforms including activation modification suspension and deactivation.

Coordinate administrative support for service-partner and technician training programs.

Support field-service readiness for new-product launches by coordinating training communications system access account setup and partner requirements.

Lead service-partner communications and support seminars summits training events skills competitions and recognition programs.

Coordinate service-network branding programs including uniforms identification materials and vehicle graphics.

Oversee invoice processing payment coordination account reconciliation and resolution of billing or banking discrepancies.

Support annual budget development expense forecasting financial controls and ongoing budget management.

Monitor contract status onboarding progress account accuracy invoice performance system access training completion and administrative service levels.

Identify operational contractual financial compliance and data risks and coordinate corrective actions.

Develop reporting that provides leadership with visibility into performance open issues risks and required actions.

Lead process-improvement initiatives that increase accuracy speed compliance scalability and partner satisfaction.

Build strong working relationships with internal teams service-company owners technicians vendors and other external partners.

Escalate significant risks and unresolved issues with clear business impact supporting facts and recommended actions.

SKILLS AND QUALIFICATIONS

Strong leadership experience in field service service-network operations partner management contract administration or a related function.

Experience managing service partners vendors or third-party service organizations.

Strong knowledge of contracts onboarding master data invoice processing financial controls compliance requirements and system-access governance.

Demonstrated ability to lead cross-functional initiatives and coordinate work across multiple teams.

Strong analytical problem-solving and decision-making skills.

Ability to identify operational risks determine root causes and implement practical solutions.

Strong written verbal and executive presentation skills.

Ability to manage competing priorities deadlines and high-impact escalations.

Strong attention to detail judgment accountability and integrity.

Ability to build productive relationships with senior leaders internal stakeholders and external partners.

Skills and Qualifications

MINIMUM QUALIFICATIONS

Bachelors degree in Business Administration Operations Management Finance Supply Chain Engineering Information Systems or a related field.

Twelve or more years of related experience in field service service operations partner management contract administration customer care or a comparable function.

Five or more years of leadership experience managing teams programs or complex cross-functional operations.

Experience supporting a large service network vendor organization or field-operation environment.

Proficiency in Microsoft Excel PowerPoint Word Outlook and Teams.

PREFERRED QUALIFICATIONS

Experience in the consumer-electronics home-appliance technology warranty repair or service-delivery industry.

Experience managing Authorized Service Centers third-party repair organizations B2B service accounts or premium-brand service networks.

Familiarity with field-service management vendor management learning management customer relationship management and enterprise resource planning systems.

Experience leading process-improvement automation master-data or digital-transformation initiatives.

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Reasonable Accommodations for Qualified Individuals with Disabilities During the Application Process

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