Senior Field Technical Specialist

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

📋 Description

• Formulate regional service support strategies and initiatives through the LG Preferred Service Champion Program.

• Oversee all aftermarket support operations within the designated region.

• Collaborate with building owners, general contractors, and service champions regarding technical inquiries.

• Offer technical assistance via phone, email, and case support to HVAC contractors, distributors, manufacturer representatives, and applied representatives.

• Address escalated technical field challenges in conjunction with Technical Support, Escalation Lead, Engineering, and Controls teams.

• Interpret wiring schematics and refrigerant circuit diagrams accurately.

• Organize and provide supervised technical assistance for unresolved technical challenges.

• Arrange jobsite visits with HVAC contractors, distributors, manufacturer representatives, and applied representatives.

• Train partners in LG proprietary software for equipment selection, application, and troubleshooting processes.

• Evaluate and analyze VRF commercial, residential, and light commercial systems, including load verification as necessary.

• Carry out essential software and hardware service updates for equipment in both inventory and the field.

• Plan and execute onsite service, training, and installation support for LG HVAC equipment.

• Research and compile technical information for training materials.

• Create and deliver technical training in both classroom and jobsite environments.

• Review factory literature and disseminate technical service bulletins.

• Assist with aftermarket rework projects as required.

• Build networks with regional sales personnel and cultivate technical relationships.

• Assess extended warranty submissions within a five-day KPI target.

⛳️ Requirements

• HVAC Vocational Diploma, Bachelor’s, or Associate’s Degree is preferred.

• A minimum of 15-20 years of experience in the HVAC industry or in a technical support capacity.

• At least 3-5 years of experience supporting LG VRF & RLC systems in a technical support role.

• Capable of managing regions and assigned service champions effectively.

• Proven track record in setting objectives and implementing service support strategies.

• Demonstrated expertise in the technical knowledge of the LG product line.

• Proficient in creating and distributing documentation.

• Willingness to travel up to 75% of the time.

• Exceptional communication skills and interpersonal abilities to interact effectively with a diverse clientele.

• Aptitude for troubleshooting complex service issues via phone and onsite.

• Expertise in reading, analyzing, and interpreting technical business publications, professional journals, and technical procedures, with the capability to edit and modify them.

• Competence in writing reports and business correspondence.

• Strong planning, organizational, analytical, and decision-making skills.

• Proficient computer skills utilizing all Microsoft Suite Programs.

🏝️ 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-driven Short-Term Incentives (varies by role).

• Access to confidential mental health resources to support you and your loved ones in enhancing your quality of life.

• Personal fitness goal incentives.

• Paid parental leave.

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

• Group Rate Life and Disability Insurance.

• Eligibility for the relevant benefit programs offered through our partner agencies for temporary/contract workers.