LEAD Technician Field Manager 2028 (Mark Rogers)

LG Electronics • Texas, TX

6d • $110,000 - $130,000

About The Position

This critical role on the LEAD (Legal, Engineering, Assessment, and Direction) team manages and provides advanced training to internal technical support personnel and prepares field teams for Service Champion member training. The position advises on quality assurance actions in the field, at distributor and applied representative locations, and on internal projects. It serves as a key liaison for field and site resolutions related to customer-facing service priorities, and routinely analyzes field quality trends using part sales, warranty metrics, and service case data. The role focuses on residential, light commercial, and hydronic systems.

The position manages diagnostic support, complex equipment and failure resolution, product champion programs, advanced training, LEAD cases, and field quality analysis. It may require short-notice deployment anywhere in the LG HVAC market and travel of up to 75% of the work schedule. The role also supports long-term monitoring with advanced tools, prepares technical information and service bulletins for factory review and market distribution, evaluates new and prototype products, consults with engineers and contractors, and advises LG’s Training Development team.

Requirements

• Associate degree in a technical discipline or a minimum of 10 years of technical management experience in the HVAC field.
• Proven expertise in LG HVAC products, controls, and systems.
• Proven experience troubleshooting complex electronic and refrigerant flow systems.
• Proficiency with Microsoft Office programs; Excel specialization is preferred.
• Experience with Salesforce case management and KPIs.
• Strong communication skills, including the ability to communicate advanced technical concepts and data clearly.
• Ability to translate complex ideas into easy-to-understand communication.
• Ability to work with culturally diverse groups across functional areas and geographic locations.
• Ability to use specialized troubleshooting tools and teach others to use them, including oscilloscopes, voltage and analyzers, frequency counters, power quality/power demand analyzers, sound level measuring devices, and infrared/thermal imaging equipment.
• Ability to build and maintain relationships while addressing complex technical problems.
• Deliberate, disciplined, action-oriented, and team-focused approach.

Nice To Haves

• HVAC industry-related certifications.
• Specialty in Microsoft Excel.

Responsibilities

• Manage diagnostic support for LG technical support personnel on assigned products.
• Provide resolution support for complex equipment failures and performance evaluations, with a focus on hydronic equipment.
• Manage the internal product champion program for assigned equipment specialties.
• Create and facilitate advanced product training for LG technical and field support personnel and Service Champion members, based on failure market trends from warranty data.
• Deploy on short notice within the LG HVAC market to resolve complex equipment service or performance problems.
• Manage and support long-term monitoring using advanced tools and devices.
• Manage LEAD cases from opening through closure and maintain KPI metrics.
• Analyze field quality data and determine whether quality assurance actions are required.
• Organize advanced technical data for factory review and quality assurance projects.
• Create service technical notices (STNs) as needed and prepare them for market distribution.
• Communicate cross-functionally in support of quality assurance projects and needs.
• Evaluate new and prototype products for feasibility of introduction to the US market or other requested applications.
• Communicate directly with factory QA personnel to ensure field quality data is clear, understood, and actionable.
• Participate in continuous improvement activities to improve organizational and departmental efficiency.
• Consult with engineers and contractors on project layouts and provide specialized on-site support as needed.
• Serve as a special advisor to the LG Training Development team on training project completion.
• Travel as needed, potentially up to 75% of the work schedule.
• Craft complex reports for senior management regarding field quality and quality assurance activities.

Benefits

• No-cost employee premiums for eligible employees and dependents for medical, dental, vision, and prescription benefits.
• Company matching contributions to a 401(k) retirement savings plan, with immediate vesting and several investment options.
• Paid time off, including company holidays and a combined bank of paid sick and vacation time.
• Performance-based short-term incentives, varying by role.
• Confidential mental health resources and personal fitness goal incentives.
• Paid parental leave and family support for families raising children with learning, social, behavioral challenges, or developmental disabilities.
• Group-rate life and disability insurance.
• Temporary and contract workers may be eligible for relevant benefit programs offered through partner agencies.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree