LEAD Technician Field Manager 1884 (Mark Rogers)

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, and LED lighting. As a global leader, we strive for greatness in product leadership, market leadership and people leadership to realize our growth strategies.

Talk about a mantra. Life’s good with LG!

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!

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.

 

The essential functions of the position include, but are not limited to the following:

· 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.

· Position will 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.

 

EDUCATION AND EXPERIENCE:

· 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.