What are the responsibilities and job description for the Area Service Manager position at LG Electronics USA Inc?
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 an Area Service Manager (ASM) with our Field Service Team located in Boston, MA.
All candidates must be able to manage a team of techs in the Boston metro area and preferably, reside in that area.
POSITION SUMMARY:
The Area Service Manager (ASM), manages and supervises the day‐to‐day service activities of LG Factory Service Technicians (DMST) and all Authorized Service Centers (ASC) within a geographic district within their region. The ASM will provide daily operational support and participate in the strategic guidance of all service providers within their coverage area to provide an exceptional customer experience.
Reporting to the Regional Service Manager, the ASM will have the following responsibilities:
RESPONSIBILITIES:
* 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.
MINIMUM 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%
LG Electronics, USA Inc.; LG Mobilecomm USA, Inc., LG Mobile Research USA LLC, and Zenith Electronics LLC provides 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. Further, the Company takes affirmative action to ensure that applicants are employed and employees are treated during employment without regard to any of these characteristics.
