LG's Mission is to be #1 by creating a better life for our customers. At LG we make products and services that make lives better, easier, and happier through increased functionality and fun. Put simply, we offer the latest innovations to make “Life Good”! As a global leader, we strive for greatness not only in the products we make but in our people. That is why we are currently seeking the newest innovator to join our dynamic team as Technical Solutions Analyst located in Huntsville, AL. This is an onsite position.

What we can offer you:

Culture for Growth | Top Notch Employee Health & Well Being Benefits | Every Voice Matters | Global Reach 

POSITION SUMMARY:

LG Electronics is seeking a Technical Solutions Analyst to work in our Technical Solutions team. You will be responsible for reviewing / analyzing / improving various field service data and technical solutions data of LGEAI operation including overall process control, work performance, monitoring technical service, contents, and inbound call statistics, handling escalated service cases, data analysis and validation, reporting, cost analysis, and coordinating/resolving of any issues with the related departments. Various tasks will also be involved for process improvement, new pilot test, and supporting other LGEAI departments.

KEY RESPONSIBILITIES:

• Monitor/review/analyze field service data and find any insight to improve.
• Review/analyze TS RA data, find the root-cause and provide improvement to reduce TS RA.
• Monitor potential quality issues and historical call data.
• Monitor employees’ work levels, review work performance, provide consistent feedback to employee Supervisor for call improvement.
• Review technical contents for improvement.
• Resolve issues and provide timely resolution for internal and external operations.
• Review and Participate in TCC case studies to find failure points.
• Overall process review and improvement: Current process review and modify to improve, new process setup needed.
• Review/analyze TCC operation performance to make more efficient operation.
• Conduct regular meetings with leadership to communicate individual goals and team objectives.
• Handle concerns, complaints, and inquiries about TCC performance.
• Drive the development of superior service support and high-performance goals for each TCC agent.
• Data analysis: field service data, TCC Counselling data, call data and any other data analysis for correctness, accuracy, validation, providing analysis data, finding root cause or improvement.
• Communication with factory and factory support.

EDUCATION/EXPERIENCE:

• Bachelor’s degree in statistics or business management.
• Associate Degree in Applied Science related to the Electrical, Mechanical, HVAC, Electronics fields preferred.
• Proficiency with Microsoft Office – Outlook, Excel, Power Point, Word, and database management.
• High creativity for finding unique ways to analyze data.
• Ability to learn quickly and adapt to changes.
• Ability to work without supervision and multi-task in a fast-paced environment.
• Strong communication skills.
• Travel may be required.
• Bilingual (English / Korean) Preferred.

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.

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