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About the Role

LG Electronics is seeking an Area Service Manager (ASM) to oversee a part of the Northeast region, managing day-to-day service activities of LG Factory Service Technicians and Authorized Service Centers to ensure an exceptional customer experience.

Responsibilities

• Manage and supervise day-to-day service activities of LG Factory Service Technicians and Authorized Service Centers.
• Provide daily operational support and strategic guidance to service providers.
• Manage and develop the performance of LG Factory Service Technicians.
• Manage technician's pending repair case load, scheduling, and compliance to repair appointment times.
• Prepare individual technician development plans based on performance observations and data.
• Support technicians with policy and procedure guidance, systems training, and issue resolution.
• Participate in field riding activities with technicians for observation and capability development.
• Act as a single point of contact for all service issues within the coverage area, managing escalations.
• Acknowledge emails within 24 business hours, providing answers or estimated time of arrival.
• Review pending Service Power labor/mileage requests, maintaining a 24-hour average response rate.
• Chair weekly conference calls with technicians and account leadership, providing weekly updates to the Regional Service Manager.
• Analyze performance data, set account goals, communicate with account leadership, and provide performance management.
• Partner with warranty claims teams, providing necessary approvals.
• Provide weekly district performance summaries to LG leadership.
• Travel up to 40% within assigned markets to support technicians and visit office locations of Authorized Service Centers.

Requirements

• All candidates must be able to provide coverage in New York, New Jersey, and Pennsylvania metro areas.
• Bachelor’s degree in a business-related field or equivalent work experience.
• Minimum 5 years of supervisory experience in a customer or field service organization.
• Minimum 5 years of 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.
• Ability to travel up to 40%.

Skills

• Customer Service
• Field Service Management
• Account Management
• Performance Management
• MS Office (Excel, Word, PowerPoint)

Location

• New York
• New Jersey
• Pennsylvania

Work Type

• Full-Time

Experience Level

• Minimum 5 years supervisory experience
• Minimum 5 years account management experience

Education Level

• Bachelor's degree in a business-related field or equivalent work experience

Salary/Compensations

• $100,000—$107,000 USD

Benefits

• No-cost employee premiums for medical, dental, vision, and prescription benefits for employees and eligible dependents.
• Company matching contributions in a 401(k) Retirement Savings Plan with immediate vesting.
• Generous Paid Time Off program including 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.
• 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.

About the Company

• LG Electronics is a global leader in technology dedicated to creating innovative solutions for a better life.
• Brand promise: 'Life's Good', embodying a commitment to ensuring a happier life for all.
• Over six decades of history and a global presence in over 290 locations.
• Diverse portfolio includes Home Appliance Solutions, Media Entertainment Solutions, Vehicle Solutions, and Eco Solutions.
• Management philosophy: 'Jeong-do Management', embodying high ethical standards and transparent operations.
• Grounded in principles of 'Customer-Value Creation' and 'People-Oriented Management'.
• Corporate culture fosters creativity, diversity, and integrity.
• Believes in the power of collective wisdom through an inclusive work environment.
• Aims to shape the future of technology and make Life Good for Everyone.

Equal Opportunity

• All qualified applicants will be considered for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.
• LG believes that pay transparency is a key part of diversity, equity, and inclusion.