Location **Huntsville, Alabama**
Department (Org 2) **Business Support I40100**
Job Requisition **22799**
At LG we make products and services that make lives better, easier and happier through increased functionality and fun. Put simply, we offer the latest innovations to make “Life Good” – from home appliances, consumer electronics, vehicle components and mobile communications to business innovations in digital signage, air conditioning, solar and LED lighting. As a global leader, we strive for greatness in product leadership, market leadership and people leadership to realize our growth strategies.
We offer an environment that enables colleagues to demonstrate their capabilities, focus on their work and create value. At LG, you're encouraged to take a creative and individual approach to challenges with strong emphasis placed on performance and skill—and equal, merit-based opportunities across the board. We want our colleagues to grow with our global business. That's why we deliver sure rewards for exceptional performance and offer industry-leading benefits. Come join the team!
Under some supervision, Engineering Technician will receive communications from Sales Reps, Distributor, Installer and HQ Q&E.
Contacts will be regarding service issues and technical support for multiple LG products. Primary responsibilities include responding to field issues related to installation and technical support, and compiling training materials for standardization and to handle escalated service cases, Field quality problems. Field Tech will also require communicating with HQ in Korean for any escalation and problems, and set up for service plans and implement to best resolution for B2B market.
+ Evaluate and analyze potential quality issues, and provide to HQ quality and sales team for immediate SVC plans and assess the sales impact
+ Interact clearly and professionally with customer regarding product questions and tech support on daily base by either email or phone calls.
+ Act as liaison between factory and customer service to expedite communication on quality issues, and work closely with manufacturing engineers to provide solution
+ Communicate and escalate any product quality problems with analysis and monitoring the data to HQ factory, Sales Engineers for quality, SVC issues
+ Visit customers or installers’ site as required and requested from sales team to investigate and compile visit report with resolution and improvement plans as required
+ Review HQ’s SVC plans and produce Technical Support Materials for the sales team.
+ Serve as a training point for new and senior HD agents for new products
+ Manage weekly and monthly performance for the team and develop coaching and training program to comply with customers demands and industry trend in order to build B2B service strategy by working with sales and marketing
+ Review and compare HQ's SVC plans with industry leaders and analyze gap to support sales growth and compile technical support materials to train Help Desk agents and partner
+ May need to travel to job sites to validate, evaluate and train installation and quality escalations by working with sales engineers and installers partners
+ Other duties as assigned
+ Bachelor’s degree in Engineering (preferred Electrical Engineering or Mechanical Engineering)
+ At least 3 years of experience in technical support with Electronics or Solar industry.
+ Excellent communication skill to build business relationship with customers and related partners and factory
+ Strong organizational and time management with flexibility to prioritize multiple tasks and team work
+ Ability to analyze and problem solving aptitude for resolution and prevention
+ Knowledge/understanding of customer service concepts for B2B and attitude
LG Electronics, USA Inc.; LG Mobilecomm USA, Inc., LG Mobile Research USA LLC, and Zenith Electronics LLC provides 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. Further, the Company takes affirmative action to ensure that applicants are employed and employees are treated during employment without regard to any of these characteristics.