District Service Manager (Philadelphia Metro)

Company: LG Electronics Alabama Inc.
Location: Philadelphia
Posted on: November 22, 2021

Job Description:

Company:LG Electronics Alabama Inc. (LGEAI) - ServiceJob Function:Customer ServiceAt LG, innovation is the foundation of everything we do. We make products and services that make lives better, easier and happier through increased functionality and fun. Put simply, we make "Life Good" - from home appliances, consumer electronics, vehicle components and mobile communications to business innovations in digital signage, air conditioning, solar and LED lighting.We are currently seeking our newest innovator to join our dynamic team as a District Service Manager (Philadelphia Metro) on the Customer Service/Customer Care Team!POSITION SUMMARY:The District Service Manager (DSM), manages and supervises the day-to-day service activities of LG Factory Service Technicians within a geographic district of the region.KEY RESPONSIBILITIES

• Leading, developing, and managing the performance of LG Factory Service Technicians in the areas of pending case management, behaviors that drive customer satisfaction, best practices for safety and quality repairs, etc.
• Managing the technician's pending repair case load, scheduling activities, and compliance to repair appointment times provided to customers.
• Preparing individual technician development plans based on observation of technician performance directly, and as observed through qualitative (customer satisfaction survey) and quantitative indexes. (Repair time, First visit repair rate, on-time rate, etc)
• Supporting technicians in the areas of: Policy and Procedure guidance, systems training, issue and exception case resolution.
• Participating in field riding activities with technicians for observation, confirmation of adherence to safety and departmental procedures, and technician capability development.
• Up to 40% travel within the assigned markets, supporting and developing technician's capabilities.EDUCATION/EXPERIENCE:
  • Bachelor's degree in a business related field or equivalent work experience
  • Minimum 5 years' supervisory experience with progressively increased responsibilities in a customer or field service organization
  • Vendor or account management experience preferred.
  • Ability to set clear expectations and deliver performance feedback.
  • Enhanced knowledge of MS Office including Excel, Word, and PowerPoint
  • Ability to work independently and to travel up to 30%LG Electronics, USA Inc., LG Mobile Research USA LLC, LG Electronics, Alabama, Inc., and Zenith Electronics LLC provides 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. Further, the Company takes affirmative action to ensure that applicants are employed and employees are treated during employment without regard to any of these characteristics.IND123#LI-TF1

Keywords: LG Electronics Alabama Inc., Philadelphia , District Service Manager (Philadelphia Metro), Hospitality & Tourism , Philadelphia, Pennsylvania