To catalyze the Kenyan tech community’s growth.


OAIT Service Support Manager1

  • Company: Samsung
  • Deadline: Monday 25th July 2011
  • Location: Nairobi
Job Description

Samsung Electronics Co., Ltd. is a global leader in semiconductor, telecommunication, digital media and digital convergence technologies with 2010 consolidated sales of US$135.8 billion. Employing approximately 190,500 people in 206 offices across 68 countries, the company consists of eight independently operated business units: Visual Display, Mobile Communications, Telecommunication Systems, Digital Appliances, IT Solutions, Digital Imaging, Semiconductor and LCD. Recognized as one of the fastest growing global brands, Samsung Electronics is a leading producer of digital TVs, semiconductor chips, mobile phones and TFT-LCDs. For more information, please visit

JOB REF: OAIT Service Support Manager (OAIT_SVC_07_2011)


Reporting to the Head of Service, the job holder will be responsible for managing all OAIT after sales service operations and performance processes, guarantying consistent high quality of sales service.

Key Responsibilities:

  • Management of all OAIT Authorised Service Centers (ASC’s) and customer escalations to the SVC team; Formulate and execute OAIT ASC’s footprint growth and enhance technical skills; 
  • Ensuring ASC’s adhere to OAIT SLA’s and Consumer Protection Act (CPA) standards;
  • Responsible for the continually improvement of the overall OAIT ASC experience, e.g. Services clinics/tours, drive process improvements etc;
  • Responsible for ensuring that all OAIT ASC’s employees are trained as per the OAIT portfolio for the region covered;
  • Monitors and adjusts OAIT after sales operations to ensure efficiency and policy adherence for all aspects of the Service business;
  • Provide market intelligence reports with regards to trends, benchmarking, competitor comparison and ASC’s measurements.

The Person:

  • A Bachelor’s Degree or equivalent in IT/Computer Science from a reputable institution;
  • Minimum 5 years experience in OAIT products/solutions/after sales service environment;
  • Minimum 3 years experience in OAIT after sales management;
  • Sound knowledge of the ASC’s operating environment.

How to apply

If you believe you can clearly demonstrate your abilities to meet the criteria given above, please submit your application with a detailed CV, stating your current position, remuneration level, e-mail address and telephone contacts quoting the job title/reference in the subject field to To be considered your application must be received by 25th July 2011. Only short listed candidates will be contacted.