Area Service Manager – Field Service

This is a fully remote position, open to applicants in New Jersey, +2 more states.

📋 Description

• Overseeing, developing, and evaluating the performance of LG Factory Service Technicians in aspects such as pending case management, behaviors that enhance customer satisfaction, and best practices regarding safety and quality repairs.

• Managing the technicians' pending repair workload, scheduling tasks, and ensuring compliance with repair appointment times communicated to customers.

• Creating personalized development plans for each technician based on direct observations of their performance, as well as insights gained from qualitative (customer satisfaction surveys) and quantitative metrics (repair time, first visit repair rate, on-time rate, etc.).

• Assisting technicians with guidance on policies and procedures, systems training, and resolving issues or exceptions.

• Engaging in field riding activities with technicians for observation, ensuring adherence to safety and departmental procedures, and fostering technician capability development.

• Serving as the primary point of contact for all service-related issues within your designated area, offering comprehensive support to LG while managing escalations to resolution and identifying opportunities for process enhancement.

• Acknowledging emails within 24 business hours, providing responses or estimated time of arrival as applicable.

• Reviewing pending Service Power labor/mileage requests while maintaining an average response rate of 24 hours.

• Leading weekly conference calls to discuss agenda items with DMST, various tiers of ASC account leadership, and supplying a weekly update to RSM regarding key issues for senior leadership review.

• Conducting analysis of both qualitative and quantitative performance data, setting account objectives, and maintaining regular communication with account leadership to drive continuous improvement and performance management as necessary.

• Collaborating with the warranty claims team (ASC & LG) to provide necessary approvals.

• Compiling a weekly district performance summary to report to LG leadership.

• Willingness to travel up to 40% within assigned markets to support and enhance technicians’ capabilities and visit ASC office locations to provide necessary assistance for performance improvement.

⛳️ Requirements

• Bachelor’s degree in a business-related field or equivalent professional experience.

• At least 5 years of supervisory experience with progressively increased responsibilities in a customer or field service organization.

• A minimum of 5 years of account management experience, preferably within a field service context.

• Competency in setting clear expectations and delivering constructive performance feedback.

• Proficient knowledge of MS Office applications, including Excel, Word, and PowerPoint.

• Capability to work independently and willingness to travel up to 40% of the time.

🏝️ Benefits

• No-cost employee premiums for you and eligible dependents for competitive medical, dental, vision, and prescription benefits.

• Automatic enrollment with immediate vesting in competitive company matching contributions within a 401(k) Retirement Savings Plan that offers various investment options.

• A generous Paid Time Off program that encompasses company holidays along with a combined bank of paid sick and vacation time.

• Performance-based Short-Term Incentives that vary according to role.

• Access to confidential mental health resources aimed at enhancing your and your loved ones' quality of life, as well as personal fitness goal incentives.

• Family-oriented benefits, including paid parental leave and support for families with children facing learning, social, behavioral challenges, or developmental disabilities.

• Group Rate Life and Disability Insurance.