Lead Technician, Field Manager
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Job Description
HVAC field manager for LG Electronics, overseeing technical support, hydronic troubleshooting, advanced training, and quality assurance. Frequent travel to resolve complex field equipment and performance issues.
Responsibilities:
- Manage advanced training for internal technical support personnel and prepare field teams for Service Champion member training.
- Provide advisory management of quality assurance actions in the field, at distributor and applied representative locations, and on internal projects.
- Serve as a key liaison for field and site resolutions involving customer-facing service priorities and factory attention.
- Analyze field quality trends using part sales, warranty metrics, and service case data.
- Manage diagnostic support for LG technical support personnel on assigned products.
- Provide resolution support for complex equipment failures and performance evaluations, with a hydronic focus.
- Manage the internal product champion program for assigned equipment specialties.
- Create and facilitate advanced product training based on warranty-data failure trends.
- Deploy on short notice anywhere in the LG HVAC market to resolve highly comprehensive equipment service or performance problems.
- Provide specialized management and support for long-term monitoring using advanced tools and devices.
- Manage LEAD cases from open to close while maintaining KPI metrics.
- Analyze field quality data to determine whether quality assurance actions are required.
- Organize advanced technical data for factory review and quality assurance projects.
- Create and distribute service technical notices (STNs) as needed.
- Communicate cross-functionally in support of quality assurance projects and needs.
- Evaluate new and prototype products for feasibility of introduction to the US market.
- Engage directly with factory QA personnel to ensure field quality data is clear, concise, understood, and actionable.
- Participate in continuous improvement activities.
- Consult with engineers and contractors on project layouts and specialized onsite support.
- Advise the LG Training Development team on training project completion.
- Travel up to 75% of the work schedule.
Requirements:
- Associates degree in technical discipline or a minimum of 10 years’ technical management experience in the HVAC field.
- Proven expertise on all LG HVAC products, controls, and systems.
- Proven experience in troubleshooting complex electronic and refrigerant flow systems.
- HVAC industry related certifications a plus.
- Must be proficient with all Microsoft Office programs with specialty in Excel preferred.
- Experience with Salesforce case management and KPIs required.
- Highly enthusiastic person capable of building and maintaining relationships through comprehensive technical problems.
- Must be an excellent communicator of highly advanced technical concepts and data.
- Knowledge of specialized troubleshooting tools such as oscilloscopes, voltage and analyzers, frequency counters, power quality/power demand analyzers, sound level measuring devices, infrared/thermal imaging equipment, and capable of teaching others how to use.
- Ability to translate complex thoughts and ideas and communicate them in an easy-to-understand form.
- Ability to work with culturally diverse groups across different functional areas and geographic locations.
- Responsible for crafting complex reports to senior management related to field quality and quality assurance activities.
- Highly technical and specialized person.
- Deliberate, disciplined, and action oriented.
- Team oriented and focused required.
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.
- Paid parental leave.
- Support for families raising children with learning, social, behavioral challenges, or developmental disabilities.
- Group Rate Life and Disability Insurance.
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