Field Support Executive

ARE YOU THE ONE?

As a Field Support Executive, you will be a core participant in the in driving of the MX Service Delivery Team to ensure that customers get a prompt solution to their query, whether that is by providing technical expertise, in-field training, or the support of a break-fix solution.

Regularly visit partner sites to engage with their operations first-hand. You’ll collect feedback, performance data, and KPI insights that will inform actionable strategies for improving partner efficiency and service quality.

You will work in collaboration with the field and compliance functions to test and implement new processes, tools, and strategies, fostering a culture of continuous innovation within the partner network.

This is a field role which will include visiting partners along with remote support.

WHAT YOU’LL BE UP TO

KNOWLEDGE CASCADE

Providing the front-line knowledge and know-how, to drive success in the MX Service Delivery team

Delivering flawless execution of key tasks across the management of the Field Network being the 'go to’ support

Foster and nurture strong relationships across our CX Partnership community

STAKEHOLDER COMMUNICATION

Managing relationship with Samsung’s approved repair centres, fostering strong communication and process improvement

Day-to-day discussions within the Mobile repair field teams, that can offer a flexible, consistent, and great customer service offering, delivering repairs the first time and on time, whilst always following brand guidelines.

TARGET TRACKING

Deliver results targeting the main KPI, speed of service and customer satisfaction areas in line with Samsung approved repair partner standards

Drive the usage of Samsung tools and internal systems to accurately report on service centre performance.

OPERATIONS

Oversee the management of the pending Work In Progress (WIP), ensuring all overdue jobs are completed as soon as possible, through the network support function and field team

Ensure that audits are carried out in line with Suwon office expectations, with corrective actions completed as per guidelines

INSIGHTS FOCUS

Support the gathering, analysis and sharing of quality insight on products to the relevant stakeholders in Suwon office and local teams, through feedback from the Field Network

Using data insights to inspire change and innovation

ARE YOU OUR PERFECT PARTNER?

• You’ll have a proven track record of working within a diverse team
• You’ll have clear evidence of supporting partnerships to achieve excellence in service delivery
• You’ll have excellent customer focus - committed to supporting customers in a fair and consistent way
• You’ll have previous exposure ion the implementation of continuous improvement both in process, technology and working practices
• You’ll have the ability to prioritise and focus on key issues to deliver targeted results
• You’ll be excellent communicator who can build relationships across all levels of stakeholders

WHAT YOU CAN EXPECT FROM US

• Competitive Salary: £30,000 - £32,000 Per Annum
• Performance Bonus: 15%
• Company Car
• Company Sick Pay
• Samsung Discounts
• Life Assurance: 4 times your annual salary
• Perkbox (Rewards Portal)
• ETHIC Values - Employee of the month: a chance to win a £500 lifestyle voucher!
• Development Opportunities- our teams have historically moved into all manner of other jobs!

WHO ARE WE?

We’re Blue Square. An award-winning, retail marketing agency connecting and engaging audiences with some of the world’s most loved brands. We believe in the power of human touch across the buyer to customer journey to grow sales, increase loyalty and build brand love for our clients. People are at the centre of our success. We go above and beyond to support, develop, and nurture our talented employees to driver personal growth and love what they do.

At the heart of our agency are our ETHIC values - and we’re on a mission to work with individuals who share and believe in them.