District Service Manager

LG Electronics   •  

NJ

Industry: Retail & Consumer Goods

  •  

5 - 7 years

Posted 153 days ago

This job is no longer available.

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” – from home appliances, consumer electronics, vehicle components and mobile communications to business innovations in digital signage, air conditioning, solar and LED lighting. As a global leader, we strive for greatness in product leadership, market leadership and people leadership to realize our growth strategies.

Talk about a mantra. Life’s Good with LG!

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 including 1 00% company paid premium medical, dental and vision benefits, an employer matching 401K, ten paid holidays per year, and paid time off; Come join the team!

POSITION DESCRIPTION:

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. The core responsibilities of the DSM role include:

  • 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 technicians capabilities.

MINIMUM REQUIREMENTS:

  • 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 experiencepreferred.
  • 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%

22615