LG Electronics USA
Senior Area Technical Specialist
LG Electronics USA, San Francisco, California, United States, 94199
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 & Air Solution, Home Entertainment, Vehicle Components Solutions, and Business 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.
Job Summary
The Area Technical Specialist will serve as a key technical resource and liaison for HVAC Contractors, Distributors, and Manufacturer Representatives. Responsibilities include providing expert technical guidance via phone and email, resolving escalated system issues, technical training, and ensuring customer satisfaction utilizing case management. This role involves interpreting wiring schematics, troubleshooting Variable Refrigerant Flow (VRF) systems, and conducting critical software and hardware updates. The Area Technical Specialist will also coordinate jobsite visits, be directly responsible for regional success of assigned customer service champions, and assist in the development of training materials. A strong ability to network and foster relationships with staff and partners is essential. Support for all residential and commercial products are required.
Key Responsibilities
Develop regional service support strategies & actions through the LG Preferred Service Champion Program. Manage all aftermarket support activities within assigned region. Interface with building owners, general contractors, and service champions on technical matters. Provide direct technical guidance via phone, email, and case support for HVAC Contractors, Distributors, Manufacturer and Applied Reps to facilitate timely resolution of system issues and ensure customer satisfaction. Read, understand, and interpret wiring schematics and refrigerant circuit diagrams to convey information to customers. Coordinate with Technical Support, Escalation Lead, Engineering and Controls team members to provide direction and resolve escalated technical field issues. Arrange for and facilitate supervised technical assistance for HVAC Contractors, Distributors, Manufacturer and Applied Reps for unresolved technical issues. Interact directly with HVAC Contractors, Distributors, Manufacturer and Applied Reps for coordination of jobsite visits. Utilize and instruct HVAC Contractors, Distributors, Manufacturer and Applied Reps in proper utilization of LG proprietary software for the purpose of assessing equipment selection, application, and troubleshooting. Review and analyze application of Variable Refrigerant Flow (VRF) Commercial & Residential & Light Commercial (RLC) Systems which includes load verification duties as needed. Perform critical software and hardware service updates to equipment in inventory or in the field as required. Schedule and conduct onsite service, training, and installation support of all LG HVAC equipment for LG Sales channel partners. Research and provide accurate technical information for use in the development of technical training material. Generate and conduct technical training sessions in both classroom and jobsite settings. Conduct technical review and guidance for factory literature and distribution of technical service bulletins. Support aftermarket rework projects as needed. Network with regional sales staff fostering technical relationships within respective coverage regions. Review extended warranty submissions within KPI target of (5) days ensuring equipment entered for extended warranty is optimally functional and operating correctly.
Qualifications
HVAC Vocational Diploma, Bachelor, or Associates Degree preferred. Minimum 15-20 years' experience in the HVAC field or in a technical support role. Minimum of 3-5 years' experience supporting LG VRF & RLC systems in a technical support role. Capable of managing regions and assigned service champions. Proven experience setting goals and executing service support strategies. Demonstrated proficiency in LG product line technical knowledge. 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 troubleshoot in depth service issues via phone and onsite. Expertise in reading, analyzing and interpreting technical business periodicals, professional journals and technical procedures with the ability to edit and modify. Ability to write reports and business correspondence. Well-developed planning, organization, analytical, and decision-making skills. Proficient computer skills using all Microsoft Suite Programs.
Compensation
Compensation for this role includes a Salary + Premium Pay Differential + Bonus.
Recruiting Range
$95,000
-
$115,000 USD Privacy Notice to California Applicants
At LG, we aspire to empower people and celebrate differences because we believe diversity will create the unexpected. We provide 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. Consistent with our commitment to providing equal opportunity and embracing diversity, LG has implemented affirmative action to ensure applicants are employed and employees are treated without regard to these characteristics.
In addition to the above, LG believes that pay transparency is a key part of diversity, equity, and inclusion. Our salary ranges take into account many factors in making compensation decisions including but not limited to skillset, experience, licensure, certifications, internal equity, and other business needs. While we consider geographic pay differentials in final offers, because we operate in many geographies where applicable, the salary range listed may not reflect all geographic differentials applied.
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The Area Technical Specialist will serve as a key technical resource and liaison for HVAC Contractors, Distributors, and Manufacturer Representatives. Responsibilities include providing expert technical guidance via phone and email, resolving escalated system issues, technical training, and ensuring customer satisfaction utilizing case management. This role involves interpreting wiring schematics, troubleshooting Variable Refrigerant Flow (VRF) systems, and conducting critical software and hardware updates. The Area Technical Specialist will also coordinate jobsite visits, be directly responsible for regional success of assigned customer service champions, and assist in the development of training materials. A strong ability to network and foster relationships with staff and partners is essential. Support for all residential and commercial products are required.
Key Responsibilities
Develop regional service support strategies & actions through the LG Preferred Service Champion Program. Manage all aftermarket support activities within assigned region. Interface with building owners, general contractors, and service champions on technical matters. Provide direct technical guidance via phone, email, and case support for HVAC Contractors, Distributors, Manufacturer and Applied Reps to facilitate timely resolution of system issues and ensure customer satisfaction. Read, understand, and interpret wiring schematics and refrigerant circuit diagrams to convey information to customers. Coordinate with Technical Support, Escalation Lead, Engineering and Controls team members to provide direction and resolve escalated technical field issues. Arrange for and facilitate supervised technical assistance for HVAC Contractors, Distributors, Manufacturer and Applied Reps for unresolved technical issues. Interact directly with HVAC Contractors, Distributors, Manufacturer and Applied Reps for coordination of jobsite visits. Utilize and instruct HVAC Contractors, Distributors, Manufacturer and Applied Reps in proper utilization of LG proprietary software for the purpose of assessing equipment selection, application, and troubleshooting. Review and analyze application of Variable Refrigerant Flow (VRF) Commercial & Residential & Light Commercial (RLC) Systems which includes load verification duties as needed. Perform critical software and hardware service updates to equipment in inventory or in the field as required. Schedule and conduct onsite service, training, and installation support of all LG HVAC equipment for LG Sales channel partners. Research and provide accurate technical information for use in the development of technical training material. Generate and conduct technical training sessions in both classroom and jobsite settings. Conduct technical review and guidance for factory literature and distribution of technical service bulletins. Support aftermarket rework projects as needed. Network with regional sales staff fostering technical relationships within respective coverage regions. Review extended warranty submissions within KPI target of (5) days ensuring equipment entered for extended warranty is optimally functional and operating correctly.
Qualifications
HVAC Vocational Diploma, Bachelor, or Associates Degree preferred. Minimum 15-20 years' experience in the HVAC field or in a technical support role. Minimum of 3-5 years' experience supporting LG VRF & RLC systems in a technical support role. Capable of managing regions and assigned service champions. Proven experience setting goals and executing service support strategies. Demonstrated proficiency in LG product line technical knowledge. 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 troubleshoot in depth service issues via phone and onsite. Expertise in reading, analyzing and interpreting technical business periodicals, professional journals and technical procedures with the ability to edit and modify. Ability to write reports and business correspondence. Well-developed planning, organization, analytical, and decision-making skills. Proficient computer skills using all Microsoft Suite Programs.
Compensation
Compensation for this role includes a Salary + Premium Pay Differential + Bonus.
Recruiting Range
$95,000
-
$115,000 USD Privacy Notice to California Applicants
At LG, we aspire to empower people and celebrate differences because we believe diversity will create the unexpected. We provide 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. Consistent with our commitment to providing equal opportunity and embracing diversity, LG has implemented affirmative action to ensure applicants are employed and employees are treated without regard to these characteristics.
In addition to the above, LG believes that pay transparency is a key part of diversity, equity, and inclusion. Our salary ranges take into account many factors in making compensation decisions including but not limited to skillset, experience, licensure, certifications, internal equity, and other business needs. While we consider geographic pay differentials in final offers, because we operate in many geographies where applicable, the salary range listed may not reflect all geographic differentials applied.
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