Senior Manager, Field Technical Support

Step into the innovative world of LG Electronics. As a global leader in technology, LG Electronics is dedicated to creating innovative solutions for a better life. Our brand promise, 'Life's Good', embodies our commitment to ensuring a happier life for all. We have a rich history spanning over six decades and a global presence in over 290 locations.  Our diverse portfolio includes Home Appliance Solutions, Media Entertainment Solutions, Vehicle Solutions, and Eco Solutions.  Our management philosophy, "Jeong-do Management," embodies our commitment to high ethical standards and transparent operations. Grounded in the principles of 'Customer-Value Creation' and 'People-Oriented Management', these values shape our corporate culture, fostering creativity, diversity, and integrity. At LG, we believe in the power of collective wisdom through an inclusive work environment.  Join us and become a part of a company that is shaping the future of technology.  At LG, we strive to make Life Good for Everyone.  

What we can offer

A crafted employee experience designed to foster professional growth, a focus on health & well-being and an internal community that will set you up for success. At LG we make products and services that make lives better, easier, and happier through increased functionality and fun. Put simply, we offer the latest innovations to make "Life Good" - from home appliances, consumer electronics, vehicle components and mobile communications to business innovations in digital signage, air conditioning, solar and LED lighting. As a global leader, we strive for greatness in product leadership, market leadership and people leadership to realize our growth strategies.

The Opportunity

The Service Operations Manager at LG Air Conditioning Technologies is responsible for overseeing key post-sales functions, including technical training, aftermarket support, and all Service Champion Programs & platforms. This role will lead efforts to create, maintain, and monitor departmental KPI metrics, implementing effective countermeasures as needed to ensure performance targets are met. A critical aspect of the role is fostering a culture of continuous improvement, empowering team members to succeed, and driving operational excellence. The manager will set strategic goals, ensure effective execution, and track progress through data-driven decision-making and consistent performance reviews.

• Develop regional service support strategies, actions, and metrics throughout the LG Preferred Service Champion Programs.
• Manage all aftermarket support activities, projects, and field personnel within all assigned regions.
• Manage all reporting responsibilities, including creating monthly reports and presenting data. Will include problem analysis and corrective action tracking.
• Full management and responsibility for the LG operated service support programs of Service Champion Program (SCP), Service Champion – Advisory Council (SCA), and Service Champion Authorized Trainer (SCP – AT).
• Manage the informational literature of the SCP and SCP – AT programs.
• Provide management of the Service Champion Forum, content within, and support.
• Manage, organize, and execute yearly technical conference including content creation.
• Coordinate with Technical Support, Escalation Lead, Engineering and Field Controls team members to provide direction and resolve escalated technical field issues.
• Manage technical training team, training development activity & personnel, and LG Training Academies. This includes budgeting, execution, and planning.
• Responsible for service operational efficiency and new technology development.
• Review and analyze application of Variable Refrigerant Flow (VRF) Commercial & Residential & Light Commercial (RLC) Systems which includes load verification duties as needed.
• Schedule and conduct onsite training, as needed, on new service platforms being launched.
• Support aftermarket rework projects as needed including tracking.
• Manage Quality Technical Meetings (QTM) and materials.
• Network with regional sales staff fostering technical relationships within all service coverage regions.
• Facilitate, management, and execute service department continuous improvement projects and initiate measurements.

Qualifications

• HVAC Vocational Diploma, Bachelor, or Associates Degree preferred.
• Minimum 10 years’ experience in the HVAC field and in a technical management role.
• Minimum of 3-5 years' experience supporting LG VRF & RLC systems in a technical support role.
• Training management expertise is a requirement.
• Capable of managing service regions and working cross functionally.
• Proven experience setting goals a