Samsung Electronics Canada

  • Specialist, Service Process Innovation - Process Analysis

    Job Location CA-ON-Mississauga
    Posted Date 2 weeks ago(4/4/2018 12:17 PM)
    # of Openings
  • Overview

    Inspire the World, Create the Future.

    Do you believe in the power of technology to help shape a brighter future and a stronger global community? Are you inspired by the possibilities? Are innovation, camaraderie, and the pursuit of excellence part of your innate drive? Then you've got what it takes to succeed at Samsung.


    Specialist, Service Process Innovation - Process Analysis


    Improve overall service operation based on analysis of overall Service KPIs related to General Service Operation, Warranty processing, which are used to measure the service infrastructures effectiveness and the progress towards the stated SECA service goals and objectives. KPIs provide everyone in SECA service a clear picture of what is important in order to make SECA service successful. The Specialist, Service Process Innovation is responsible to carry out the mission, vision, core values, critical success factors, objectives, performance measures, targets and improvement direction of the KPI’s under the direction of the VP, Corporate Service HQ and NAHQ. In addition, This position will be also responsible for improving Service Operation soundness based on detailed diagnosis and Service internal auditing of existing processes.


    • Provide monthly SECA Service operation Report to HQ and NAHQ
    • Report SECA Service operation reports, improvement plans, etc as per HQ and or NAHQ as requested
    • Monitor and evaluate overall Service KPI performance regularly which will also be reported to HQ and NAHQ on a daily, weekly, monthly and annual basis
    • Provide KPI analytical information to improve service quality based on requests from HQ, NAHQ, and the SECA Service Organization
    • Drive down the KPI analysis which can be used by both service managers and staff.
    • Improving Service Operation soundness based on detailed diagnosis and Service internal auditing of existing processes
    • Participating Service Operational Risk and Cost efficiency management base on HQ guideline
    • Reporting progress of outstanding projects and ROI(Return on Investment) of project implemented
    • Assist in facilitating process with cross-functional groups to develop an optimal work progression
    • Identify process characteristics that are critical to quality , delivery and cost
    • Provides communication to key stakeholders ensuring clarity and awareness of strategies and objectives for business intelligence analysis
    • Consults/influences business stakeholders to proactively add value, understand their needs and to be able to communicate this direction to internal team members


    • Bachelor’s Degree preferred
    • Bilingual Korean/English preferred
    • Strong communication skills

    • Good negotiating skills

    • Excellent time management skills

    • Advanced proficiency in MS Excel, Power Point & Work

    • Knowledge of SAP (ERP, BI, etc.)

    • 3-5 years working experience in a Service industry with or in Samsung HQ or in SECA preferred

    • 3-5 years’ experience as service KPI analyst or service operation analyst preferred

    • 3-5 years BW (BI) system experience as a query designer is desirable

    Samsung is an equal employment opportunity employer.


    Samsung has an accommodation process in place and provides accommodations for job applicants with disabilities as appropriate. Assessment and selection materials and procedures can be made available in accessible formats and methods as appropriate.  If you require a specific accommodation because of disability or medical need, please let us know when selected to take part in our recruitment process so that reasonable arrangements can be made for the appropriate accommodations to be in place as you move through our process.


    We thank you for your interest in working for Samsung. Only candidates selected for an interview will be contacted.




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