Area Service Manager – Field Service

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🔥 0 minutes ago

🏖️ New Jersey, New York, +1 more states – Remote

🏖️ New Jersey – Remote 🗽 New York – Remote 🔔 Pennsylvania – Remote

💵 $100k - $107k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

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LG Electronics

WebsiteLinkedInAll Job Openings

10,000+ employees

🏭 Manufacturing

🔧 Hardware

🛍️ eCommerce

💰 Post-IPO Equity on 2023-02

Manufacturing • Hardware • eCommerce

LG Electronics is a leading global manufacturer of electronics and home appliances, known for its innovative technology and commitment to quality. The company offers a wide range of products including televisions, audio systems, refrigerators, washing machines, and air conditioning units. With a focus on improving consumer lifestyles through advanced technology, LG aims to deliver products that enhance convenience and efficiency in everyday living.

📋 Description

• Reading, developing, and managing the performance of LG Factory Service Technicians in the areas of pending case management, behaviors that drive customer satisfaction, best practices for safety and quality repairs, etc. • Managing the technician’s pending repair case load, scheduling activities, and compliance to repair appointment times provided to customers. • Preparing individual technician development plans based on observation of technician performance directly, and as observed through qualitative (customer satisfaction survey) and quantitative indexes. (Repair time, First visit repair rate, on-time rate, etc.) • Supporting technicians in the areas of: Policy and Procedure guidance, systems training, issue, and exception case resolution. • Participating in field riding activities with technicians for observation, confirmation of adherence to safety and departmental procedures, and technician capability development. • Provide LG all departmental support as single point of contact for all service issues within your coverage area, managing escalations through to completion and reviewing for process improvement. • Acknowledge emails within 24 business hours – Providing answers or ETA for same. • Review pending Service Power labor/mileage requests – Maintain 24-hour average response rate. • Chair weekly conference calls covering agenda items with DMST, various levels of ASC account leadership, and provide weekly update to RSM of key issues to report to senior leadership. • Analysis of qualitative and quantitative performance data – Set account goals – Communicate routinely with account leadership/Drive for Continuous Improvement, provide performance management when needed. • Partner with warranty claims team (ASC & LG) – Provide approvals as needed. • Provide weekly district performance summary – Reporting to LG leadership. • Up to 40% travel within the assigned markets, supporting and developing technicians’ capabilities and visiting office locations of ASC to offer support when needed to improve performance.

🎯 Requirements

• Bachelor’s degree in a business-related field or equivalent work experience • Minimum 5 years supervisory experience with progressively increased responsibilities in a customer or field service organization • Minimum 5 years account management experience – Preferably in a field service organization • Ability to set clear expectations and deliver performance feedback. • Enhanced knowledge of MS Office including Excel, Word, and PowerPoint • Ability to work independently and to travel up to 40%.

🏖️ 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 orientated 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.