Sr Manager LEAD Resolutions

LG's Mission is to be #1 by creating a better life for our customers. At LG we make products and services that make lives better, easier and happier through increased functionality and fun. Put simply, we offer the latest innovations to make “Life Good”! As a global leader, we strive for greatness not only in the products we make but in our people. That is why we are currently seeking the newest innovator to join our dynamic team. We are currently seeking an Sr. Manager, LEAD Resolutions who will be part of our Air Solutions Team in Alpharetta GA.

What We Can Offer You

Culture for Growth | Top Notch Employee Health & Well Being Benefits | Every Voice Matters | Global Reach

The Sr. Manager, LEAD Resolutions at LG Electronics U.S.A., Inc. (LGEUS) is responsible for managing, motivating, and fostering the professional growth of the LEAD (Legal, Engineering, Assessment, and Direction) team members. The role encompasses oversight and advisory consultation on highly technical concepts, aiming for final resolution on a variety of equipment support initiatives. This leadership role requires a visionary approach to coach employees positively, set department goals, and ensure their successful execution.

Essential Functions

Team Management:

Lead and manage LEAD team members who provide advanced diagnostic support and training to LG technical support personnel, internal LG departments, and Premier Service Champion partners.

Oversee and manage warranty processes and customer reimbursement platforms to ensure high customer satisfaction.

Goal Setting And Evaluation

Facilitate the setting, execution, and evaluation of team goals.

Establish and monitor team KPIs and other metrics to measure department success.

Department Leadership

Ensure alignment with organizational guidelines and objectives set forth by senior leadership.

Manage team and department budget forecasting and monthly maintenance.

Continuous Improvement

Lead Continuous Improvement (LEAN) activities to enhance organizational and departmental efficiencies.

Data Analysis And Communication

Obtain, analyze, report, and communicate technical data across the organization.

Provide direction and technical analysis for advanced case resolutions and complaints.

Drive collaborative discussions on complex technical concepts and data to a broad audience.

Quality Assurance Management

Manage communication between LG technical support personnel, LEAD personnel, and overseas factory quality assurance teams.

Support and manage resources for quality projects across all LG markets.

Drive escalated problems from conception to closure.

Qualifications

Education and Experience:

Bachelor’s degree in a technical discipline or a minimum of 10 years of technical management experience in the HVAC field.

Formal leadership and organizational management training.

Skills And Expertise

Expertise in LG residential, commercial products, and various control platforms and ancillary devices.

Proven experience in managing troubleshooting of complex electronic and refrigerant flow systems.

Proficiency in Microsoft Office programs, especially Excel.

Knowledge of specialized troubleshooting tools (oscilloscopes, voltage analyzers, frequency counters, power quality/power demand analyzers, sound level measuring devices, infrared/thermal imaging equipment).

Certifications And Training

HVAC industry-related certifications and training are a plus.

Communication And Interpersonal Skills

Excellent communicator capable of conveying highly advanced technical concepts and data.

Ability to build and maintain relationships through comprehensive technical problem-solving.

Capable of translating complex thoughts and ideas into easy-to-understand forms.

Leadership And Organizational Skills

Proven positive motivator and influencer for direct and non-direct employees and customers.

Highly organized and effective at managing time and duties.

Capable of servant leadership and managing a team of highly skilled technical employees.

Reporting And Presentation

Responsible for crafting complex reports and presentations for senior management.

Responsible for monthly team reports and activity presentations.

Personal Attributes

Highly enthusiastic, deliberate, disciplined, and action-oriented.

Ability to work with culturally diverse groups across different functional areas and geographic locations

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. Consistent with our commitment to providing equal opportunity and embracing diversity, LG has implemented affirmative action to ensure applicants are employed and employees are treated without regard to these characteristics.

Base Salary

In addition to the above, LG believes that pay transparency is a key part of diversity, equity, and inclusion. Our salary ranges take in account many factors in making compensation decisions including but not limited to skillset, experience, licensure, certifications, internal equity, and other business needs. While we consider geographic pay differentials in final offers, because we operate in many geographies, where applicable, the salary range listed may not reflect all geographic differentials applied.

Pay Transparency Range (Low)

Pay Transparency Range (High):

Company

LG Electronics U.S. (LGEUS)

Job Function

Operations