Joseph Desimini

Director - Appliances (Da), Home Electronics (he) and Enterprise Business (B2b) Service Operations @Samsung Electronics

Mississauga, ON, CA

Manage the overall Digital Appliances (DA), Visual Display / Home Electronics ( VD/HE ), & B2B Service Quality and Support Teams and Infrastructure. Develop the network strategy and grow the ASC /Branded Engineer network that ensures best in class service for Samsung / Dacor consumers, customers and Retailers. Responsible to provide direction to the ASC support team and ensure that service-training programs are developed and delivered to the service network. Manage quality issues from identification to resolution, Ensures that all the necessary product technical requirements are made available to our ASC’s and processes related to our warranty programs and customer service beliefs are delivered as required. Ensures KPIs are met and create Service programs to meet the need of our customers. Establishes adequate customer service policies and makes sure direct reports and authorized field service network abide by these Samsung policies when performing tasks and dealing with clients. Evaluate key metrics to gauge the quality of customer service, develops client-retention programs and resolves customer issues.

Harvard Business School

Certificate, Management - Strategy Execution

RCC Institute of Technology

EET, Electronics Engineering