HVAC Tier II Technical Support Specialist

HVAC Tier II Technical Support Specialist

Join to apply for the HVAC Tier II Technical Support Specialist role at LG Electronics North America. 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 & wellbeing and an internal community that will set you up for success. We offer an environment that enables colleagues to demonstrate their capabilities, focus on their work and create value. At LG, you're encouraged to take a creative and individual approach to challenges with strong emphasis placed on performance and skill—and equal, merit‑based opportunities across the board.

We want our colleagues to grow with our global business. That's why we deliver sure rewards for exceptional performance and offer industry‑leading benefits. Come join the team!

Here at LG Technical Support, we strive to deliver the best service possible while also making sure we enjoy the journey together. This role is challenging, no doubt, but your efforts won’t go unnoticed. Our customers and leadership recognize the hard work, and we’re committed to making this a stepping stone for your career  of the greatest strengths of this team is the culture.

We succeed together, we learn together, and yes sometimes we fail together. But through it all, we support each other, share knowledge, and grow as a unit. We’re not just coworkers, we’re a team. While we do have metrics and goals, we also make time for fun. Office events, celebrations, and team‑building activities are part of our rhythm. We will help you transition from the field to an office environment, and work through any challenges together.

• It’s a launchpad to other departments like Training, Controls, Field Support, and more.
• You’ll build your own brand as a Product Champion.
• You’ll gain deep product knowledge and customer experience insight.
• You’ll be part of a team that’s growing and backed by LG’s investment in customer experience.

• Deliver second‑level technical support via phone, email, and internal systems.
• Troubleshoot and resolve escalated issues beyond Tier 1 capabilities.
• Collaborate with engineering, Customer Care team, and field service teams to resolve complex problems.
• Document solutions and contribute to knowledge base articles.
• Mentor Tier 1 agents and assist with training and Q&A’s.
• Identify and report recurring issues to support product and process improvements.
• Maintain high levels of customer satisfaction through professional communication.
• Participate in ongoing product training and certification programs.
• Maintain key performance indicators (KPIs).
• Log all interactions and resolutions in the CMS system.
• Provide parts support and assist callers across all product types.
• Stay current with product literature and manuals.
• Coordinate with other technical support agents to ensure seamless service.

• Associate’s or Bachelor’s degree in HVAC, Engineering, Electronics, or equivalent experience.
• Minimum 2 years of experience in technical support or HVAC service.
• Strong understanding of HVAC systems, diagnostics, and repair procedures.
• Excellent…