LG Electronics Sacramento , CA 94204
Posted 4 weeks ago
HIGHLIGHTS
Bachelor Degree
1 years experience
Fresh Grads
Service
LOCATION
Sacramento, California 94203
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 Northern California.
All candidates must be able to manage a team of techs in the Northern California metro areas (Sacramento, San Francisco Bay metro) and preferably, reside in any of these metro areas.
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
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.
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
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.
LG Electronics