Senior Manager, Field Technical Support

LG Electronics • Alpharetta, GA

116d • $120,000 - $150,000

About The Position

The Service Operations Manager at LG Air Conditioning Technologies is responsible for overseeing key post-sales functions, including technical training, aftermarket support, and all Service Champion Programs & platforms. This role will lead efforts to create, maintain, and monitor departmental KPI metrics, implementing effective countermeasures as needed to ensure performance targets are met. A critical aspect of the role is fostering a culture of continuous improvement, empowering team members to succeed, and driving operational excellence. The manager will set strategic goals, ensure effective execution, and track progress through data-driven decision-making and consistent performance reviews.

Requirements

• HVAC Vocational Diploma, Bachelor, or Associates Degree preferred.
• Minimum 10 years' experience in the HVAC field and in a technical management role.
• Minimum of 3-5 years' experience supporting LG VRF & RLC systems in a technical support role.
• Training management expertise is a requirement.
• Capable of managing service regions and working cross functionally.
• Proven experience setting goals and executing service support strategies within direct report team.
• Demonstrated proficiency in LG product line technical knowledge.
• Skilled and experienced in service-oriented platform creation and launches.
• Proficiency in documentation creation and dispersion.
• Able to travel up to 75%.
• Excellent communication skills and interpersonal skills to interact effectively with diverse client group.
• Ability to identify important department metrics and tracking methodology.
• Expertise in reading, analyzing and interpreting technical business periodicals, professional journals and technical procedures with the ability to edit and modify.
• Ability to create reports and professional business correspondence.
• Well-developed planning, organization, analytical, and decision-making skills.
• Proficient computer skills using all Microsoft Suite Programs.

Responsibilities

• Develop regional service support strategies, actions, and metrics throughout the LG Preferred Service Champion Programs.
• Manage all aftermarket support activities, projects, and field personnel within all assigned regions.
• Manage all reporting responsibilities, including creating monthly reports and presenting data. Will include problem analysis and corrective action tracking.
• Full management and responsibility for the LG operated service support programs of Service Champion Program (SCP), Service Champion - Advisory Council (SCA), and Service Champion Authorized Trainer (SCP - AT).
• Manage the informational literature of the SCP and SCP - AT programs.
• Provide management of the Service Champion Forum, content within, and support.
• Manage, organize, and execute yearly technical conference including content creation.
• Coordinate with Technical Support, Escalation Lead, Engineering and Field Controls team members to provide direction and resolve escalated technical field issues.
• Manage technical training team, training development activity & personnel, and LG Training Academies. This includes budgeting, execution, and planning.
• Responsible for service operational efficiency and new technology development.
• Review and analyze application of Variable Refrigerant Flow (VRF) Commercial & Residential & Light Commercial (RLC) Systems which includes load verification duties as needed.
• Schedule and conduct onsite training, as needed, on new service platforms being launched.
• Support aftermarket rework projects as needed including tracking.
• Manage Quality Technical Meetings (QTM) and materials.
• Network with regional sales staff fostering technical relationships within all service coverage regions.
• Facilitate, management, and execute service department continuous improvement projects and initiate measurements.

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