Field Services Operations Support Supervisor

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.

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 escalations 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:

• Bachelo…