Field Service - SKS Luxury Service Technician
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 & Air Solution, Home Entertainment, Vehicle Components Solutions, and Business 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.
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 innovators to join our dynamic Customer Service team as Field Service - Signature Kitchen Suite (SKS) Luxury Service Technician in Northern California.
*This role is remote. All candidates must be able to work coverage in these metro areas: Santa Cruz, San Francisco, Sacramento, CA.
In this role as a Signature Kitchen Suite (SKS) Luxury Service Technician, you will be responsible for delivering an exceptional customer experience while servicing our products in the home and also providing support to our key retail and luxury showroom partners.
Our full-line specialist will diagnose and repair all major luxury brand appliances, manage inventory and perform a number of other administrative tasks on a regular basis.
When not involved in customer repair, additional assistance will be provided supporting LG Factory Technicians in the field who may also be assigned SKS service repairs outside of the coverage area.
The person in this role is the face of LG’s SKS luxury line of products.
Responsibilities:
- Travel offsite to customers' locations to perform maintenance and repair of Signature Kitchen Suite equipment to ensure top product performance.
- Provide timely, accurate, and professional technical support to dealers, consumers, designers, field appliance servicers, factory service technicians via telephone, email, and ticket systems.
- Conducts technical diagnosis and performs specialized repairs on a variety of high value premium home appliances.
- Diagnose problems, assess the extent of the problem, document findings, make decisions to repair the product and/or replace parts.
- Immediately and accurately process paperwork and perform data entry upon completion of each job.
- Pre-screen next day service calls by obtaining necessary information to help diagnose problem prior to arriving at customer's home.
- Meet or exceed company metrics (customer satisfaction, fix right first time, revisits, parts management)
- Responsible for triaging and supporting LG Factory Service Technicians via phone, email, or other virtual tools within your assigned region that are outside of travel distance from your location
- Ability to provide clear, accurate, and timely feedback to management findings & improvement plans.
- Will be responsible for managing repair schedule, managing travel, and all retail and sales support request.
- Serve as subject matter expert on all aspects of the SKS luxury brands. Support with technical questions, customer education, and repairing of products.
- Leverage and use all available resources to address and reach positive resolutions.
- Provide timely, accurate product failure to the business to drive root-cause quality fixes.
- This role will work closely with SKS product teams to develop training materials and content.
- Participation in key dealer or luxury builder meetings to represent service division may be required.
Qualifications and Requirements:
- High School Diploma or GED
- Minimum 3-year experience in a technical role (Field Service preferred)
- Technical Training experience preferred.
- Experience repairing major appliances required (Refrigeration/sealed systems, cooking, cleaning products); SKS Sealed System repair preferred
- Proper use of all safety equipment (PPE), experience in the use of tools, and diagnostic test equipment
- Ability to properly trouble-shoot, diagnose, repair and document product/system issues.
- Valid Driver’s license in good standing
Privacy Notice to California Applicants
At LG, we aspire to empower people and celebrate differences because we believe diversity will create the unexpected. We provide 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. Consistent with our commitment to providing equal opportunity and embracing diversity, LG has implemented affirmative action to ensure applicants are employed and employees are treated without regard to these characteristics.
In addition to the above, LG believes that pay transparency is a key part of diversity, equity, and inclusion. Our salary ranges take into account many factors in making compensation decisions including but not limited to skillset, experience, licensure, certifications, internal equity, and other business needs. While we consider geographic pay differentials in final offers, because we operate in many geographies where applicable, the salary range listed may not reflect all geographic differentials applied.
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