Area Service Manager – Field Service

Role Overview

• Reading, developing, and managing the performance of LG Factory Service Technicians in the areas of pending case management, behaviors that drive customer satisfaction, best practices for safety and quality repairs, etc.
• Managing the technician’s pending repair case load, scheduling activities, and compliance to repair appointment times provided to customers.
• Preparing individual technician development plans based on observation of technician performance directly, and as observed through qualitative (customer satisfaction survey) and quantitative indexes. (Repair time, First visit repair rate, on-time rate, etc.)
• Supporting technicians in the areas of: Policy and Procedure guidance, systems training, issue, and exception case resolution.
• Participating in field riding activities with technicians for observation, confirmation of adherence to safety and departmental procedures, and technician capability development.
• Provide LG all departmental support as single point of contact for all service issues within your coverage area, managing escalations through to completion and reviewing for process improvement.
• Acknowledge emails within 24 business hours – Providing answers or ETA for same
• Review pending Service Power labor/mileage requests – Maintain 24-hour average response rate.
• Chair weekly conference calls covering agenda items with DMST, various levels of ASC account leadership, and provide weekly update to RSM of key issues to report to senior leadership.
• Analysis of qualitative and quantitative performance data – Set account goals – Communicate routinely with account leadership/Drive for Continuous Improvement, provide performance management when needed.
• Partner with warranty claims team (ASC & LG) – Provide approvals as needed.
• Provide weekly district performance summary – Reporting to LG leadership.
• Up to 40% travel within the assigned markets, supporting and developing technicians’ capabilities and visiting office locations of ASC to offer support when needed to improve performance.

Requirements

• Bachelor’s degree in a business-related field or equivalent work experience
• Minimum 5 years supervisory experience with progressively increased responsibilities in a customer or field service organization
• Minimum 5 years account management experience – Preferably in a field service organization
• Ability to set clear expectations and deliver performance feedback.
• Enhanced knowledge of MS Office including Excel, Word, and PowerPoint
• Ability to work independently and to travel up to 40%.

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.