Field Support Specialist

Field Support Specialist

People2people - HR Solutions is seeking a detail-oriented and personable Field Support Specialist on behalf of our client, Samsung Electronics. This is a full-time, onsite role based in Homebush.

In this position, you will contribute to service operations by overseeing service orders, coordinating with internal and external entities, and maintaining precise system records. You will be instrumental in enhancing service performance, addressing challenges, and upholding high levels of customer satisfaction throughout the service network.

Duties & Responsibilities:

• Collaborate with internal departments and external service providers to advance and finalise service orders effectively.
• Maintain and update service order statuses within relevant systems, ensuring data integrity.
• Oversee triage processes, parts procurement, warranty claims, and parts returns.
• Track and achieve defined Key Performance Indicators (KPIs), including Net Promoter Score (NPS) for repairs and service turnaround times.
• Generate daily, weekly, and monthly reports, with subsequent follow-up actions as necessary.
• Conduct site visits to partners, service centres, and retail locations to collect feedback and pinpoint areas for process enhancement.
• Provide support for national service initiatives and ad hoc projects as assigned.
• Assist the National Service Manager and wider network teams.
• Ensure adherence to service tracking policies and guidelines.
• Engage proactively with stakeholders to identify and resolve issues.
• Confirm that service providers comply with company processes and standards.

About You:

• Previous experience in service operations, coordination, or administration is required.
• Possess strong organisational and multitasking capabilities, with a keen attention to detail.
• Demonstrate excellent communication and stakeholder management skills.
• A data-driven approach with familiarity in using Excel is expected.
• Ability to work autonomously and manage competing demands.

Role Benefits:

• Competitive Salary
• Generous Discounts & Exclusive Promotions
• Wellbeing Initiatives
• Convenient Onsite Parking

To express interest in this role, please contact Kristina at kri••••••@people2people.com.au or apply directly via this advertisement. We look forward to receiving your application.