Field Services Operations Support Supervisor

LG Electronics • Huntsville, AL

80d • $69,000 - $78,000

About The Position

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.

Requirements

• Bachelor's degree required in Business, or equivalent experience in operations support or logistics within appliance repair or related service industries.
• Strong problem-solving skills.
• Proven leadership skills managing support teams.
• Ability to work successfully in a fast paced and rapidly changing environment.
• Ability to manage 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.
• 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.

Responsibilities

• Oversee day-to-day operations supporting courier delivery of appliance repair parts for enhanced Repair Turnaround Time (RTAT), ensuring technicians receive parts promptly for repair jobs.
• Supervise order processing agents handling repair orders for designated markets in coordination with Parts Distributors (PD) teams to maintain part availability and delivery accuracy.
• Monitor technician compliance and part inventory levels to identify and resolve causes of courier order failures impacting repair timelines.
• Manage city-specific LG Technician WhatsApp groups, ensuring repair field teams' delivery issues are communicated and resolved swiftly.
• Coordinate escalation processes for complex authorized service center partners' courier part delivery issues to minimize downtime for repair operations.
• Lead helpdesk ticket support and WhatsApp chat channels addressing IT issues, password resets, and repair scheduling to support field technicians and authorized service center partners.
• Manage 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.
• 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.
• Review daily operations related to Extra Mileage and Labor Authorization (ELM) to identify trends and cost-saving opportunities in appliance repair dispatch and parts delivery.
• 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.

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: Mid Level
• Industry: Electrical Equipment, Appliance, and Component Manufacturing
• Education Level: Bachelor's degree
• Number of Employees: 5,001-10,000 employees