Area Service Manager (ASM) - Field Service - Northeast (PA)

LG Electronics

8h • Onsite

About The Position

Step into the innovative world of LG Electronics, a global leader in technology dedicated to creating innovative solutions for a better life. With a rich history spanning over six decades and a global presence in over 290 locations, LG's diverse portfolio includes Home Appliance Solutions, Media Entertainment Solutions, Vehicle Solutions, and Eco Solutions. The company's management philosophy, "Jeong-do Management," emphasizes high ethical standards and transparent operations, fostering creativity, diversity, and integrity. LG is committed to 'Customer-Value Creation' and 'People-Oriented Management', striving to make Life Good for Everyone through an inclusive work environment. The company is seeking an innovator to join its dynamic Customer Service team as an Area Service Manager (ASM), overseeing a part of the Northeast region (Pennsylvania). This role involves managing and supervising the day-to-day service activities of LG Factory Service Technicians (DMST) and all Authorized Service Centers (ASC) within the assigned geographic district, providing daily operational support and strategic guidance to ensure an exceptional customer experience.

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%

Responsibilities

• 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.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 1-10 employees