[Hiring] LEAD Technician Field Manager @LG Electronics

Role Description

This critical role on the LEAD team (Legal, Engineering, Assessment, and Direction) is responsible for management & advanced training to all internal technical support personnel & preparing field teams for Service Champion (SC) member training. The duties include advisory management of quality assurance actions in the field, at distributor & applied rep locations, and internal projects. Position will serve as key liaison for field & site resolutions, as needed, on customer-facing service priorities that give rise to appropriate notification of factory attention through the appropriate field team. Analysis of field quality trends utilizing part sales, warranty metrics, and service case data will be routine & required. Position is focused on residential, light commercial, and hydronic systems.

• Manages diagnostic support to all LG technical support personnel on assigned products.
• Provides resolution support for complex equipment & failures and performance evaluations – equipment specialties will be hydronic focused.
• Manage internal product champion program pursuant to assigned equipment specialties.
• Create and facilitate advanced product training to LG technical & field support personnel and Service Champion members based upon failure market trends obtained from warranty data.
• Deploy, as needed, on short notice to anywhere in the LG HVAC market to resolve highly comprehensive equipment service and/or performance problems often deemed impossible to solve.
• Provide specialized management & support for long-term monitoring using highly advanced tools and devices.
• Manage LEAD cases from open to close, ensuring KPI metric maintenance.
• Analyze field quality data to ultimately decide if quality assurance actions are required.
• Organizes comprehensive & advanced technical data for factory review and consumption in support of quality assurance projects.
• Organize and create bulletins (STNs) as needed and prepare for market distribution.
• Communicate cross functionally as needed in support of quality assurance projects & needs.
• Evaluate new/prototype products to determine feasibility of introduction to US market or other related fields as requested from LG product planning teams.
• Engage in direct dialogue with factory QA personnel ensuring field quality data is clear, concise, understood, and actionable.
• Engage in continuous improvement activities to improve organizational & department efficiencies.
• Consult with engineers and contractors as needed to layout projects and to conduct specialized “on site” support as required.
• Serve as special advisor to LG Training Development team for training project completions.
• May travel up to 75% of work schedule.

Qualifications

• Associates degree in technical discipline or a minimum of 10 years’ technical management experience in the HVAC field.
• Proven expertise on all LG HVAC products, controls, and systems.
• Proven experience in troubleshooting complex electronic and refrigerant flow systems.
• HVAC industry related certifications a plus.
• Must be proficient with all Microsoft Office programs with specialty in Excel preferred.
• Experience with Salesforce case management and KPIs required.
• Highly enthusiastic person capable of building and maintaining relationships through comprehensive technical problems.
• Must be an excellent communicator of highly advanced technical concepts & data.
• Knowledge of specialized troubleshooting tools such as oscilloscopes, voltage and analyzers, frequency counters, power quality/power demand analyzers, sound level measuring devices, infrared/thermal imaging equipment, and capable of teaching others how to use.
• Ability to translate complex thoughts and ideas and communicate them in an easy-to-understand form.
• Ability to work with culturally diverse groups across different functional areas and geographic locations.
• Responsible for crafting complex reports to senior management related to field quality and quality assurance activities.
• Highly technical and specialized person.
• Deliberate, disciplined, and action oriented.
• Team oriented & focused required.

Requirements

• May travel up to 75% of work schedule.

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 with several investment options.
• Generous Paid Time Off program that includes 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 to help you and your loved ones improve your quality of life.
• Personal fitness goal incentives.
• Family oriented benefits such as paid parental leave and support for families raising children with learning, social, behavioral challenges, or developmental disabilities.
• Group Rate Life and Disability Insurance.