Field Services Control Tower Specialist I

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. 

 We offer an environment that enables colleagues to demonstrate their capabilities, focus on their work and create value.  At LG, you're encouraged to take a creative and individual approach to challenges with strong emphasis placed on performance and skill—and equal, merit-based opportunities across the board.  We want our colleagues to grow with our global business.  That's why we deliver sure rewards for exceptional performance and offer industry-leading benefits.  Come join the team! 

 The Opportunity:

The Field Services Control Tower Specialist plays a critical role in optimizing the day-to-day operations of LG's field service network. This position provides essential administrative and customer support to network, encompassing up to 400 LG factory technicians and 2,000 Authorized Service Centers.

Key responsibilities include dynamic, real-time schedule adjustments that factor in technician locations, parts delivery status, and customer availability to enhance productivity. The role also involves comprehensive system support, including troubleshooting for both factory technicians and authorized service centers, alongside managing user profile creation and maintenance, reviewing and updating coverage zones, and contributing to detailed system improvements.

Responsibilities:

• Real-time Schedule Optimization: Adjust technician schedules in real-time to maximize productivity and efficiency.
• Stakeholder Communication: Collaborate with Area Managers to identify and implement solutions that enhance customer experience.
• Customer Complaint Resolution: Proactively manage and resolve customer complaint cases.
• System Issue Resolution: Address and resolve support tickets submitted by the service network to the Field Support Operations Helpdesk regarding system issues.
• User Profile Management: Create and update user profiles within LG's internal GSFS+ software to ensure appropriate access levels.
• Coverage Zone Management: Maintain and update technician and service center zones within internal systems to ensure adequate capacity and coverage.
• IT Collaboration: Partner with the IT team to facilitate swift support for system issues requiring higher-level intervention.
• Urgent Technician Support: Provide live support to LG Factory Technicians via WhatsApp chat for urgent inquiries related to internal software (CS Portal).
• System Improvement & Follow-up: Submit and track system software issues and propose improvements for enhanced functionality.

Education / Experience (Requirements):

• Bachelor's degree required in Business or related field, or equivalent experience in operational or customer support Relevant administrative and software troubleshooting experience required
• Strong problem-solving skills
• Ability to co-work within a team environment

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Recruiting Range$55,000—$60,000 USD

Benefits Offered Full-Time Employees:

• 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 ban