Job Description

Company Description

Samsung Electronics has grown into one of the world's leading technology companies, recognized as one of the top 5 global brands. As a global leader in technology, we are transforming the world with the creativity and diversity of our talented people who drive this transformation.


Our company's success reflects the determination and talent of our people, aligned with our key corporate values: People, Excellence, Change, Integrity, and Co-prosperity. Our mission is to help people achieve the impossible.


We are inspired by what people want to accomplish in their lives and work to create products that empower them in new ways. This drive fuels our innovation.


Join us at Samsung and find your opportunity to do what you can't.

Position Responsibilities:

Serve as the main coordination point between service centers, warranty teams, and warehouse operations, ensuring smooth and efficient communication across all channels. Provide clear operational guidance and timely solutions to service partners while ensuring full compliance with service policies and KSA warranty regulations. Ensure all operations comply with company service policies, warranty procedures, and local regulations relevant to after-sales service and service-partner management Oversee daily warehouse and logistics activities such as part allocation, replacement unit coordination, and return-material handling. Monitor and manage warranty claim workflows from claim registration and validation to approval, rejection, or escalation as required. Evaluate parts consumption, labor charges, and service cost entries to ensure alignment with warranty rules and prevent incorrect or fraudulent claims. Track and analyze claim trends and share insights with management for product-quality feedback. Coordinate and follow up on pending claims, delayed repairs, escalations, and TAT exceptions to maintain service standards. Monitor daily KPIs for warranty operations (TAT, repeat repair rate, parts usage accuracy, RMA compliance, ASC performance) and take corrective actions when required. Perform audits on service-centre performance, documentation quality, and repair process standards; share improvement actions with partners. Support service centre field operation issues, coordinate troubleshooting, follow up with relevant teams, ensure transparent resolution, and maintain communication until closure. Maintain accurate operational and warranty-related data ensuring clean and reliable reporting datasets. Prepare daily, weekly, and monthly reports for management including service KPIs, TAT results, claim analysis, parts movement, and operational insights. Ensure consistent implementation of warranty policies across all service centers and contribute to continuous improvement of procedures. Review warranty documents, repair reports, diagnostic results, and supporting evidence submitted by service centers to ensure accuracy and policy compliance. Liaise with service centers to ensure proper RMA handling, return of defective parts, and closure of pending warranty cases. Facilitate training and policy refresh sessions for service partners when updates or procedural changes occur.

Qualifications

Bachelor's degree in Business Administration, Operations Management, or a similar field 3-5 years of experience in service operations coordination, warranty management, or related roles. Strong communication skills in English (written & verbal) Excellent coordination, documentation, and follow-up skills * Proficient in MS Office (Word, Excel, PowerPoint) reporting tools (Power BI or similar) is highly preferred