Field Services Control Tower Specialist I

United States·Huntsvillemid

OperationsControl Tower Specialist

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Quick Summary

Key Responsibilities

Real-time Schedule Optimization: Adjust technician schedules in real-time to maximize productivity and efficiency.

Requirements Summary

Bachelor's degree required in Business or related field,

Technical Tools

OperationsControl Tower Specialist

Step into the innovative world of LG Electronics. As a global leader in technology, LG Electronics is dedicated to creating innovative solutions for a better life. Our brand promise, 'Life's Good', embodies our commitment to ensuring a happier life for all. We have a rich history spanning over six decades and a global presence in over 290 locations. Our diverse portfolio includes Home Appliance Solutions, Media Entertainment Solutions, Vehicle Solutions, and Eco Solutions. Our management philosophy, "Jeong-do Management," embodies our commitment to high ethical standards and transparent operations. Grounded in the principles of 'Customer-Value Creation' and 'People-Oriented Management', these values shape our corporate culture, fostering creativity, diversity, and integrity. At LG, we believe in the power of collective wisdom through an inclusive work environment. Join us and become a part of a company that is shaping the future of technology. At LG, we strive to make Life Good for Everyone.

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.

What We Offer

~1 min read

The Field Services Control Tower Specialist plays a critical role in optimizing the day-to-day operations of LG's field service network. This position provides essential administrative and customer support to network, encompassing up to 400 LG factory technicians and 2,000 Authorized Service Centers.

Key responsibilities include dynamic, real-time schedule adjustments that factor in technician locations, parts delivery status, and customer availability to enhance productivity. The role also involves comprehensive system support, including troubleshooting for both factory technicians and authorized service centers, alongside managing user profile creation and maintenance, reviewing and updating coverage zones, and contributing to detailed system improvements.

Responsibilities

~1 min read

→Real-time Schedule Optimization: Adjust technician schedules in real-time to maximize productivity and efficiency.
→Stakeholder Communication: Collaborate with Area Managers to identify and implement solutions that enhance customer experience.
→Customer Complaint Resolution: Proactively manage and resolve customer complaint cases.
→System Issue Resolution: Address and resolve support tickets submitted by the service network to the Field Support Operations Helpdesk regarding system issues.
→User Profile Management: Create and update user profiles within LG's internal GSFS+ software to ensure appropriate access levels.
→Coverage Zone Management: Maintain and update technician and service center zones within internal systems to ensure adequate capacity and coverage.
→IT Collaboration: Partner with the IT team to facilitate swift support for system issues requiring higher-level intervention.
→Urgent Technician Support: Provide live support to LG Factory Technicians via WhatsApp chat for urgent inquiries related to internal software (CS Portal).
→System Improvement & Follow-up: Submit and track system software issues and propose improvements for enhanced functionality.

Requirements

~1 min read

Bachelor's degree required in Business or related field, or equivalent experience in operational or customer support Relevant administrative and software troubleshooting experience required
Strong problem-solving skills
Ability to co-work within a team environment

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Recruiting Range

$55,000—$60,000 USD

What We Offer

~1 min read

✓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 with several investment options.

✓Generous Paid Time Off program that includes 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 to help you and your loved ones improve your quality of life. Personal fitness goal incentives.

✓Family orientated benefits such as paid parental leave and support for families raising children with learning, social, behavioral challenges, or developmental disabilities.

✓Group Rate Life and Disability Insurance.