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, better life for all. 
 
With a rich history spanning over six decades and a global presence of more than 100 subsidiaries, we operate on a truly global scale. Since our establishment in 1958, our dedication to enhancing lives worldwide through innovative products has remained unwavering. Our business domains include 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, fostering a collaborative work environment.
 
Join us and become a part of a company that is not just about creating solutions for a better life, because at LG, Life's Good.

What you'll do

• Oversee daily after-sales service operations, including field service activities, service centre operations, repair coordination, and job closure.
• Monitor and drive key service KPIs, including Repair Turnaround Time (RTAT), Technician NPS, pending jobs, and service productivity. Identify performance gaps and implement improvement actions.
• Manage daily technician scheduling, appointment allocation, workload distribution, and manpower utilization to ensure timely service delivery.
• Monitor outstanding and overdue jobs, analyze job ageing, coordinate follow-ups, and drive timely resolution to reduce the service backlog.
• Handle customer complaints and escalations related to repair delays, repeated failures, missed appointments, and service quality. Coordinate with relevant teams to ensure timely resolution.
• Monitor service centre performance, repair progress, parts availability, and operational efficiency to ensure timely completion of repairs.
• Prepare Monthly Business Review (MBR) reports and weekly service performance updates covering KPI results, operational issues, root-cause analysis, and corrective action plans.
• Participate in and coordinate weekly service review meetings, provide performance updates, follow upon action items, and ensure timely closure of outstanding issues.
• Identify operational bottlenecks, strengthen service processes, ensure accurate system updates and job closure, and implement initiatives to improve service efficiency and customer satisfaction.
• Work closely with the call centre, technicians, service centres, technical support, spare parts team, and service partners to ensure smooth end-to-end service operations.

What you must have

• Bachelor's Degree or Diploma in Business, Engineering, Operations Management, or a related field.
• Minimum 3 years of experience in after-sales service operations, customer service operations, or service management

Nice if you have

• Strong analytical, reporting, and problem-solving skills.
• Excellent communication and stakeholder management skills.
• Advanced proficiency in Microsoft Excel and PowerPoint.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, gender, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any characteristic protected by applicable federal, state, or local law.