HVAC Tier II Technical Support Specialist

HVAC Tier II Technical Support Specialist

Farmers Branch, TX

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.

We 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.

Why Join the LG Technical Support Team?

Here at LG Technical Support, we strive to deliver the best service possible while also making sure we enjoy the journey together.

Why this role matters:

• 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.

We have an opening on our team for a Tier 2 Technical Support Specialist to join our Air Conditioning Technologies team. This role is pivotal in providing advanced technical assistance and resolving complex customer issues related to LG HVAC products.

In this role, you will:

• 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.
• 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.

Qualifications:

• 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 problem-solving and communication skills.
• Experience with CRM or ticketing systems (e.g., Salesforce, Service Now).
• Ability to work independently and manage multiple priorities.
• EPA Certification and/or NATE Certification is a plus.

$65,000 - $80,000 USD

Benefits Offered Full-Time Employees:

• 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 and personal fitness goal incentives.
• Family oriented 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.

Benefits Offered Temporary/Contractors:

• Eligible for the relevant benefit programs offered through our partner agencies.

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.

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.

Disability Disclosure:
If you meet the definition of a disability, you may include this information in your application. All disability disclosures are kept confidential and do not influence hiring decisions.

Equal Employment Opportunity Statement: LG is an equal opportunity employer committed to providing equal opportunity for all employees and applicants.