Area Service Manager (Field Service) - Northeast

What we can offer: 

A crafted employee experience designed to foster professional growth, a focus on health & well-being and an internal community that will set you up for success.

The Opportunity: 

We are currently seeking the newest innovator to join our dynamic Customer Service team as Area Service Manager (ASM) overseeing a part of the Northeast region (New York, New Jersey, Pennsylvania). 

*All candidates must be able to provide coverage in these state metro areas.

In this role you will be responsible for managing and supervising the day to day service activities of the LG Factory Service Technicians (DMST) and all Authorized Service Centers (ASC) within the geographic district of your assigned region. 

As an ASM you will provide daily operational support and participate in the strategic guidance of all service providers, to provide an exceptional customer experience. 

You will be reporting to the Regional Service Manager (RSM). 

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 plas 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.

Qualifications and 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%

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