[Hiring] Senior Field Technical Specialist @LG Electronics

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Role Description

The Area Technical Specialist will serve as a key technical resource and liaison for HVAC Contractors, Distributors, and Manufacturer Representatives. Responsibilities include:

  • Providing expert technical guidance via phone and email.
  • Resolving escalated system issues.
  • Conducting technical training.
  • Ensuring customer satisfaction utilizing case management.
  • Interpreting wiring schematics and troubleshooting Variable Refrigerant Flow (VRF) systems.
  • Conducting critical software and hardware updates.
  • Coordinating jobsite visits.
  • Assisting in the development of training materials.
  • Networking and fostering relationships with staff and partners.
  • Supporting all residential and commercial products.

Qualifications

  • HVAC Vocational Diploma, Bachelor, or Associates Degree preferred.
  • Minimum 15-20 years’ experience in the HVAC field or in a technical support role.
  • Minimum of 3-5 years' experience supporting LG VRF & RLC systems in a technical support role.
  • Capable of managing regions and assigned service champions.
  • Proven experience setting goals and executing service support strategies.
  • Demonstrated proficiency in LG product line technical knowledge.
  • Proficiency in documentation creation and dispersion.
  • Able to travel up to 75%.
  • Excellent communication and interpersonal skills.
  • Ability to troubleshoot in-depth service issues via phone and onsite.
  • Expertise in reading, analyzing, and interpreting technical business periodicals.
  • Ability to write reports and business correspondence.
  • Well-developed planning, organization, analytical, and decision-making skills.
  • Proficient computer skills using all Microsoft Suite Programs.

Requirements

  • Develop regional service support strategies & actions through the LG Preferred Service Champion Program.
  • Manage all aftermarket support activities within assigned region.
  • Interface with building owners, general contractors, and service champions on technical matters.
  • Provide direct technical guidance via phone, email, and case support for HVAC Contractors, Distributors, Manufacturer and Applied Reps.
  • Read, understand, and interpret wiring schematics and refrigerant circuit diagrams.
  • Coordinate with Technical Support, Escalation Lead, Engineering and Controls team members.
  • Arrange for and facilitate supervised technical assistance for unresolved technical issues.
  • Interact directly with HVAC Contractors, Distributors, Manufacturer and Applied Reps for jobsite visits.
  • Utilize and instruct HVAC Contractors, Distributors, Manufacturer and Applied Reps in proper utilization of LG proprietary software.
  • Review and analyze application of Variable Refrigerant Flow (VRF) Commercial & Residential & Light Commercial (RLC) Systems.
  • Perform critical software and hardware service updates to equipment.
  • Schedule and conduct onsite service, training, and installation support of all LG HVAC equipment.
  • Research and provide accurate technical information for training material development.
  • Generate and conduct technical training sessions in both classroom and jobsite settings.
  • Conduct technical review and guidance for factory literature and distribution of technical service bulletins.
  • Support aftermarket rework projects as needed.
  • Network with regional sales staff fostering technical relationships.
  • Review extended warranty submissions within KPI target of (5) days.

Benefits

  • No-cost employee premiums for you and your eligible dependents for competitive medical, dental, vision, and prescription benefits.
  • Auto enrollment with immediate vesting of competitive company matching contributions in a 401(k) Retirement Savings Plan.
  • 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.
  • Family oriented benefits such as paid parental leave.
  • Group Rate Life and Disability Insurance.
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