Director of Field Service Network Governance
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 20,000 people nationwide. By integrating our large portfolio of products, services and AI technology, we're creating smarter, sustainable and more connected experiences that empower people to live better. SEA is a wholly owned subsidiary of Samsung Electronics Co., Ltd.
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.
Minimum Qualifications
Bachelor's 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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