Senior Field Technical Specialist

Role Overview

• 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.

Requirements

• 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.

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.