Field Services Operations Support Supervisor

Field Services Operations Support Supervisor

LG Electronics invites you to join a global technology leader committed to creating innovative solutions for a better life. Our brand promise, 'Life's Good', reflects our dedication to delivering a happier life for all. We operate in over 290 locations with a diverse portfolio including Home Appliance Solutions, Media Entertainment Solutions, Vehicle Solutions, and Eco Solutions. Our management philosophy, 'Jeong-do Management', emphasizes high ethical standards and transparent operations.

We value customer value creation and people-oriented management, fostering creativity, diversity, and integrity. At LG, we believe in the power of collective wisdom in an inclusive work environment. Join us and help shape 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:

LG Electronics is seeking a results-driven Field Services Operations Support Supervisor to lead and streamline support operations for our field service and courier part delivery functions within the product repair business. In this role, you will play a key part in supporting LG factory technicians and authorized service partners by managing helpdesk operations, resolving escalations, and driving automation initiatives. Your leadership will directly impact operational efficiency, service quality, and overall customer satisfaction.

Responsibilities:

Courier Part Delivery Operations Support

• Oversee day-to-day operations supporting courier delivery of appliance repair parts for enhanced Repair Turnaround Time (RTAT), ensuring technicians receive parts promptly for repair jobs.
• Supervise order processing agents handling repair orders for designated markets in coordination with Parts Distributors (PD) teams to maintain part availability and delivery accuracy.
• Monitor technician compliance and part inventory levels to identify and resolve causes of courier order failures impacting repair timelines.
• Manage city-specific LG Technician Whats App groups, ensuring repair field teams’ delivery issues are communicated and resolved swiftly.
• Coordinate escalation processes for complex authorized service center partners’ courier part delivery issues to minimize downtime for repair operations.

Field Services (FS) Operations Support Supervision

• Lead helpdesk ticket support and Whats App chat channels addressing IT issues, password resets, and repair scheduling to support field technicians and authorized service center partners.
• Manage escalations related to Out-Of-Area (OOA) Force book requests and other critical repair support queries from internal escalation teams and other stakeholders.
• Monitor and analyze agent productivity and support trends, providing actionable insights to improve field service operations responsiveness and efficiency.

Automation and Process Improvement

• Implement AI-driven automation to enhance speed and accuracy in FS operational support, including creation of macros and automated responses for routine tasks.
• Build and maintain dashboards to provide real-time operational visibility and support data-driven decision making.
• Continuously identify opportunities to streamline processes to enable field technicians and support agents to focus on high-impact repair activities.

Extra Mileage and Labor Authorization Management

• Review daily operations related to Extra Mileage and Labor Authorization (ELM) to identify trends and cost-saving opportunities in appliance repair dispatch and parts delivery.
• Collaborate closely with FS Operations Locator Analyst to provide comprehensive tracking and reporting of ELM activities across operations.
• Develop leadership dashboards to enhance transparency and oversight of mileage and labor authorization metrics.

Qualifications /

Education / Experience:

• Bachelor's degree required in Business, or equivalent experience in operations support or logistics within appliance repair or related service industries
• Experience with coding language such as Python preferred
• Strong…