The Opportunity:The
Technical Call Center (TCC) Manager is responsible for leading technical support operations and ensuring field technicians and internal support teams have the information and guidance needed to successfully repair LG appliances. This role requires strong technical product knowledge, effective leadership skills, and the ability to communicate clearly with internal teams, external partners, and factory personnel.
The TCC Manager will oversee daily call center operations, manage TCC agents, provide technical support to field technicians, review return authorizations, and respond to escalated technical inquiries. This position plays a key role in ensuring accurate technical information is shared with the appropriate parties to support timely repairs, service quality, and customer satisfaction.
Responsibilities:- Review RA (Return Authorization) cases in detail daily, approve or reject and share the daily RA cases with HQ by email.
- Review TV module PA (Panel Authorization) cases daily and approve or reject.
- Review CEP (Clearance Enhancement Program) cases daily and send the emails to the related team.
- Manage TCC agents' timestamp, PTO (Paid Time Off), work shift schedule including Saturday, and evaluate TCC agents' performance.
- Arrange the training plan and service riding plan for TCC agents.
- Set up a weekly meeting with all TCC agents and communicate or share announcement, the technical information, new service bulletin, any quality issues, and TCC policy or process changes with all TCC agents.
- Review, research and respond to all escalated questions from TCC agents, ASM's, VOC team and everyone else in daily.
- Analyze TCC operation and performance, find out any issue, and improve TCC operation, process, performance and agent's skill.
- Assist external departments and/or factory personnel to identify, report and resolve product repair/quality, operational or maintenance related issues.
- Maintain exceptional knowledge for assigned product(s), technology as well as industry standards and practices.
- Provide weekly and monthly reports as required.
- Other duties as assigned by team leader or top management
Education / Experience (Requirements):- Minimum of associate's degree, or technical training in appliance or technical related field.
- High level of PC knowledge such as MS Office & possess excellent communication skills both written and oral.
- Minimum of 10 years' working experience in consumer electronics and/or appliance fields.
- High level of mechanical and electrical concepts
- High level of laundry and cooking appliance repair concepts
- High level of refrigeration operation and theory
- Technical knowledge of sealed system repair
- Travel less than 10%
#LI-TF1
Recruiting Range
$107,000-$120,000 USD
Benefits Offered Full-Time Employees:- No-cost employee premiums for you and your eligible dependents for competitive medical, dental, vision and prescription benefits.
- Auto enrollment with immediate vesting of competitive company matching contributions in a 401(k) Retirement Savings Plan with several investment options.
- Generous Paid Time Off program that includes company holidays and a combined bank of paid sick and vacation time.
- Performance based Short-Term Incentives (varies by role).
- Access to confidential mental health resources to help you and your loved ones improve your quality of life. Personal fitness goal incentives.
- Family orientated benefits such as paid parental leave and support for families raising children with learning, social, behavioral challenges, or developmental disabilities.
- Group Rate Life and Disability Insurance.
Benefits Offered Temporary/Contractors: - Eligible for the relevant benefit programs offered through our partner agencies.
