[Hiring] Sr Field Technical Specialist @LG Electronics

Role Description

The Area Technical Specialist will serve as a key technical resource and liaison for HVAC Contractors, Distributors, and Manufacturer Representatives. Responsibilities include:

• Providing expert technical guidance via phone and email
• Resolving escalated system issues
• Conducting technical training
• Ensuring customer satisfaction utilizing case management
• Interpreting wiring schematics and troubleshooting Variable Refrigerant Flow (VRF) systems
• Conducting critical software and hardware updates
• Coordinating jobsite visits
• Assisting in the development of training materials
• Networking and fostering relationships with staff and partners
• Supporting all residential and commercial products

Qualifications

• HVAC Vocational Diploma, Bachelor, or Associates Degree preferred
• Minimum 15-20 years’ experience in the HVAC field or in a technical support role
• Minimum of 3-5 years' experience supporting LG VRF & RLC systems in a technical support role
• Capable of managing regions and assigned service champions
• Proven experience setting goals and executing service support strategies
• Demonstrated proficiency in LG product line technical knowledge
• Proficiency in documentation creation and dispersion
• Able to travel up to 75%
• Excellent communication and interpersonal skills
• Ability to troubleshoot in-depth service issues via phone and onsite
• Expertise in reading, analyzing, and interpreting technical business periodicals
• Ability to write reports and business correspondence
• Well-developed planning, organization, analytical, and decision-making skills
• Proficient computer skills using all Microsoft Suite Programs

Requirements

• Develop regional service support strategies & actions through the LG Preferred Service Champion Program
• Manage all aftermarket support activities within assigned region
• Interface with building owners, general contractors, and service champions on technical matters
• Provide direct technical guidance via phone, email, and case support for HVAC Contractors, Distributors, Manufacturer and Applied Reps
• Read, understand, and interpret wiring schematics and refrigerant circuit diagrams
• Coordinate with Technical Support, Escalation Lead, Engineering and Controls team members
• Arrange for and facilitate supervised technical assistance for unresolved technical issues
• Interact directly with HVAC Contractors, Distributors, Manufacturer and Applied Reps for jobsite visits
• Utilize and instruct HVAC Contractors, Distributors, Manufacturer and Applied Reps in LG proprietary software
• Review and analyze application of Variable Refrigerant Flow (VRF) Commercial & Residential & Light Commercial (RLC) Systems
• Perform critical software and hardware service updates
• Schedule and conduct onsite service, training, and installation support of all LG HVAC equipment
• Research and provide accurate technical information for training material development
• Generate and conduct technical training sessions in classroom and jobsite settings
• Conduct technical review and guidance for factory literature and distribution of technical service bulletins
• Support aftermarket rework projects as needed
• Network with regional sales staff fostering technical relationships
• Review extended warranty submissions within KPI target of (5) days

Benefits

• No-cost employee premiums for you and your eligible dependents for competitive medical, dental, vision and prescription benefits
• Auto enrollment with immediate vesting of competitive company matching contributions in a 401(k) Retirement Savings Plan
• Generous Paid Time Off program including company holidays and a combined bank of paid sick and vacation time
• Performance based Short-Term Incentives (varies by role)
• Access to confidential mental health resources
• Family oriented benefits such as paid parental leave
• Group Rate Life and Disability Insurance