Lead Technician – Field Manager

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

📋 Description

• Oversee diagnostic assistance for all LG technical support staff regarding designated products.

• Offer resolution support for intricate equipment malfunctions and performance assessments, particularly for hydronic systems.

• Administer the internal product champion initiative for specific equipment specialties.

• Develop and deliver advanced product training for LG technical and field support teams, as well as Service Champion members.

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

• Provide specialized management and support for prolonged monitoring utilizing advanced tools and devices.

• Oversee LEAD cases from initiation to resolution while upholding KPI metrics.

• Examine field quality data to assess whether quality assurance measures are necessary.

• Organize advanced technical information for factory evaluation and quality assurance initiatives.

• Create and disseminate technical bulletins (STNs) as required.

• Collaborate cross-functionally to support quality assurance projects and requirements.

• Assess new and prototype products for their viability in the US market.

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

• Participate in ongoing improvement efforts.

• Consult with engineers and contractors to outline projects and provide specialized on-site support.

• Guide the LG Training Development team on the completion of training projects.

• Willingness to travel up to 75% of the work schedule.

⛳️ Requirements

• 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 advantageous.

• Proficient in all Microsoft Office applications; specialization in Excel is preferred.

• Experience with Salesforce case management and KPIs is required.

• 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.

• Capability to instruct others in the use of specialized troubleshooting tools.

• Ability to communicate advanced technical concepts and data effectively.

• Skill in simplifying complex thoughts and ideas for better understanding.

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

• Experience in crafting complex reports for senior management concerning field quality and quality assurance activities.

• Highly technical and specialized skill set.

• Deliberate, disciplined, and action-oriented.

• Team-oriented with a focused mindset.

🏝️ 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 multiple 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 enhancing your quality of life.

• Personal fitness goal incentives.

• Paid parental leave.

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

• Group Rate Life and Disability Insurance.