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.
The Opportunity:
The Field Services Operations Support Supervisor will lead and optimize the operational support functions for field service activities within the LG product repair business. This role ensures seamless support for LG factory technicians and authorized service center partners, manages helpdesk and escalation support, and drives automation initiatives to enhance operational efficiency and customer satisfaction.
Responsibilities
Field Services (FS) Operations Support Supervision
- Supervise and improve helpdesk ticket support and chat channels addressing IT issues, password resets, authorization requests, and other support needed for field technicians and authorized service center partners to allow them to repair LG appliances and electronics.
- Lead the agents that provide support for escalations related to Out-Of-Area (OOA) Force book requests and other critical repair support queries from internal escalations teams and other stakeholders.
- Monitor and analyze agent productivity and support trends, providing actionable insights to improve field service operations responsiveness and efficiency.
Automation and Process Improvement
- Implement AI-driven automation to enhance speed and accuracy in FS operational support, including creation of macros and automated responses for routine tasks.
- Build and maintain dashboards to provide real-time operational visibility and support data-driven decision making.
- Continuously identify opportunities to streamline processes to enable field technicians and support agents to focus on high-impact repair activities.
Extra Mileage and Labor Authorization Management
- Review daily operations related to Extra Mileage and Labor Authorization (ELM) to identify trends and cost-saving opportunities.
- Collaborate closely with FS Operations Locator Analyst to provide comprehensive tracking and reporting of ELM activities across operations.
- Develop leadership dashboards to enhance transparency and oversight of mileage and labor authorization metrics.
Courier Delivery Operations Support
- Supervise order processing agents handling repair orders for designated markets in coordination with Parts Distributors (PD) teams to maintain part availability and delivery accuracy for enhanced Repair Turnaround Time (RTAT).
- Monitor technician compliance and part courier inventory levels to identify and resolve causes of courier order failures impacting repair timelines.
- Coordinate escalation processes for complex authorized service center partners’ courier part delivery issues to minimize downtime for repair operations.
Qualifications
- Bachelor's degree required in Business, Operations, Computer Science with Data Analysis, or equivalent experience in operations support within appliance repair or related service industries
- Experience with coding language such as Python preferred
- Strong problem-solving and leadership skills
- Project management experience
- Ability to work successfully in a fast paced and rapidly changing environment.
- Experience in managing a diverse group of employees at varied levels of experience and task focus and provide support and direction for growth
- Excellent written, verbal and interpersonal communication skills
- English, Korean bilingual a plus
- Proficiency with helpdesk systems, chat-based communication tools, and process automation solutions
- Data-driven mindset with experience creating operational dashboards and reports
- Minimum 2 years’ experience in Microsoft Office Excel, Outlook, Word, Power-Point
- Travel: Generally, less than 25%
- Location: Huntsville, AL
#LI-TF1
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 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.
Benefits Offered Temporary/Contractors:
- Eligible for the relevant benefit programs offered through our partner agencies.
Privacy Notice to California Applicants
At LG, we aspire to empower people and celebrate differences because we believe diversity will create the unexpected. We provide equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law. Consistent with our commitment to providing equal opportunity and embracing diversity, LG has implemented affirmative action to ensure applicants are employed and employees are treated without regard to these characteristics.
In addition to the above, LG believes that pay transparency is a key part of diversity, equity, and inclusion. Our salary ranges take into account many factors in making compensation decisions including but not limited to skillset, experience, licensure, certifications, internal equity, and other business needs. While we consider geographic pay differentials in final offers, because we operate in many geographies where applicable, the salary range listed may not reflect all geographic differentials applied.
Top Skills
What We Do
At LG, we deliver products and services that make lives better, easier and happier though increased functionality and fun. Put simply, we offer the latest innovations to make “Life Good” – from home appliances, consumer electronics and B2B solutions to innovations in digital signage, air conditioning, solar and vehicle components. As a global leader, we strive for greatness in product leadership, market leadership and people leadership to realize our growth strategies.
