Technical Solutions Analyst

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.

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!

The Opportunity:

LG Electronics is seeking a Technical Solutions Analyst to join our Technical Solutions team. This role will be responsible for reviewing, analyzing, and improving field service and technical solutions data across LGEAI operations.

Key responsibilities include supporting overall process control, monitoring work performance, analyzing technical service content and inbound call statistics, handling escalated service cases, validating data, preparing reports, conducting cost analysis, and coordinating with related departments to resolve issues.

The Technical Solutions Analyst will also support process improvement initiatives, participate in new pilot tests, and assist other LGEAI departments as needed.

Responsibilities:

Monitor/review/analyze field service data and find any insight to improve.

Review/analyze TS RA data, find the root-cause and provide improvement to reduce TS RA.Review/test/feedback/improve various advanced technical solution methods.

Update/share Checklist status for Refrigerator, Washer and Dryer.

Manage DIY (Do-It-Yourself) operation and expand the program.

Monitor potential quality issues and historical call data.

Monitor employees’ work levels, review work performance, provide consistent feedback to employee Supervisor for call improvement.

Review technical contents to improve

Resolve issues and provide timely resolution for internal and external operations.

Review and Participate in TCC case studies to find failure points.

Overall process review and improvement:
Current process review and modify to improve, new process setup needed.

Review/analyze TCC operation performance to make more efficient operation.

Conduct regular meetings with leadership to communicate individual goals and team objectives.

Handle concerns, complaints and inquiries about TCC performance.

Drive the development of superior service support and high-performance goals for each TCC agent.

Data analysis: field service data, TCC Counselling data, call data and any other data analysis for correctness, accuracy, validation, providing analysis data,…