Lead Technician, Field Manager

This is a fully remote position, open to applicants in Minnesota.

📋 Description

• Oversee advanced training for internal technical support staff and prepare field teams for Service Champion member training.

• Offer advisory management regarding quality assurance actions in the field, at distributor and applied representative sites, and on internal projects.

• Act as a primary liaison for field and site resolutions related to customer-facing service priorities and factory focus.

• Evaluate field quality trends using part sales, warranty metrics, and service case information.

• Manage diagnostic support for LG technical support staff on designated products.

• Provide resolution support for intricate equipment failures and performance evaluations, focusing on hydronic systems.

• Oversee the internal product champion program for specific equipment specialties.

• Develop and lead advanced product training based on trends identified in warranty data failures.

• Be prepared to deploy on short notice anywhere within the LG HVAC market to address complex equipment service or performance issues.

• Deliver specialized management and support for long-term monitoring utilizing advanced tools and devices.

• Manage LEAD cases from initiation to resolution while adhering to KPI metrics.

• Analyze field quality data to ascertain the need for quality assurance actions.

• Organize advanced technical data for factory review and quality assurance initiatives.

• Create and disseminate service technical notices (STNs) as necessary.

• Engage in cross-functional communication to support quality assurance projects and requirements.

• Assess new and prototype products for their potential introduction to the US market.

• Work directly with factory QA personnel to ensure field quality data is clear, concise, comprehensible, and actionable.

• Participate in continuous improvement initiatives.

• Consult with engineers and contractors regarding project layouts and specialized on-site support.

• Provide guidance to the LG Training Development team on the completion of training projects.

• Travel up to 75% of the work schedule.

⛳️ Requirements

• An associate's degree in a technical field or a minimum of 10 years of technical management experience in the HVAC industry.

• Demonstrated expertise in all LG HVAC products, controls, and systems.

• Proven ability to troubleshoot complex electronic and refrigerant flow systems.

• HVAC industry-related certifications are a plus.

• Must be proficient in all Microsoft Office applications, with a preference for Excel expertise.

• Experience with Salesforce case management and KPIs is required.

• Highly motivated individual capable of building and sustaining relationships through comprehensive technical problem-solving.

• Must excel in communicating advanced technical concepts and data effectively.

• Familiarity with specialized troubleshooting tools such as oscilloscopes, voltage analyzers, frequency counters, power quality/power demand analyzers, sound level measuring devices, and infrared/thermal imaging equipment, along with the ability to teach others how to use them.

• Ability to convey complex thoughts and ideas in an easily understandable manner.

• Capability to collaborate with culturally diverse groups across various functional areas and geographic locations.

• Responsible for creating detailed reports for senior management regarding field quality and quality assurance efforts.

• Highly technical and specialized individual.

• Deliberate, disciplined, and action-oriented.

• Team-oriented and focused.

🏝️ Benefits

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

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

• Generous Paid Time Off program that encompasses 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 assist you and your loved ones in improving your quality of life.

• Personal fitness goal incentives.

• Paid parental leave.

• Support for families raising children with learning, social, or behavioral challenges, or developmental disabilities.

• Group Rate Life and Disability Insurance.