Regional Service Engineer



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USD70000.00-80000.00 per year

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Branch Information

Los Angeles, CA - Metro - (USA) 15821 Ventura Blvd Suite 148 CA Encino , CA 91436

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Job Description

Job Position: Regional Service Engineer (RSE)

Position Summary

Regional Service Engineer (RSE) is responsible for supporting Client´s accounts and business partners in different cities ensuring high level of performance for both Home Appliance and TV repairs. RSE provides consistent support, both technical and administrative, to these Service Centers ensuring end user customers' needs are fulfilled and KPI are achieved. Responsibilities include providing technical support to Service Centers, ride-alongs with Technicians to ensure Client´s policies are being followed, and providing in-depth reporting on in-field performance of all assigned products.

The RSE will work closely with the Regional Service Manager (RSM) for the area providing valuable feedback from the field to help drive performance in the field.

Essential Duties & Responsibilities

* Provide technical support to the Service Centers in strategic markets.

* Technician management to insure qualifications and appearance.

* Assist with Parts management at Key companies.

* Build solid relationships with RSM's & Service Centers Engineers and have a comprehensive working knowledge of their Service Center accounts, operating issues, competitive landscape, and strategic outlook.

* The RSE will compile, edit, and gather accurate data and information to develop technical, operational and strategic reports, assuring they are legible and delivered on time.

* RSE reports showing regional performance of Clien´ts Service Centers (BE's) and assist in maintaining Key Performance Indicators (KPIs). When needed or requested, Develops/Implements action plans for improvements, with clear root cause analysis, reporting and follow up.

* Ensures Service Partners in key markets are fully supported in all technical and procedural areas and that these partners are satisfied with Samsung's service and support.

* Use targeted reporting tools and processes to prioritize actions and field on-site visits.

* Regular meetings with RSM's, BE's and Field Leadership to go over reporting relating to process improvement tasks, KPI's improvement tasks, BE support tasks and Ad-Hoc Leadership requests.

* Creates detailed reports which include: Surveying service partners, researching databases, performing on-site visits and ride-alongs, obtaining samples of issues raised in the field, and researching potential solutions.

* Escalates operational issues and reports pertinent data to head office management, and HQ service operations.

* Assist and engages in professional feedback, development plans and corrective actions.

* Performs other duties as directed by Head Office leadership.


* Bachelor's Degree or Associates Degree or GED with a minimum 5+ year's home appliance or television service or consumer electronics industry related experience or home appliance

* Minimum 2 years high volume account management experience in a customer service industry

* Minimum 2 years managing a team within a service industry.

* Experience gathering reports, KPI's and providing data analytics around the performance of our service partners.

* Must be able to travel up to 50% to 75% domestically.

* Ability to identify gaps in procedures, policies and/or processes and create/manage improvement plans

* Comfortable presenting regular updates to senior Leadership on status of business and/or projects

* Analytical capabilities to understand operational impact to customers, business and P&L of different projects, and speak to and demonstrate ROI.