Senior Field Technical Specialist

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

📋 Description

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

• Oversee all aftermarket support functions within the designated area.

• Collaborate with building owners, general contractors, and service champions on technical issues.

• Offer technical assistance through phone, email, and case support to address system problems and guarantee customer satisfaction.

• Analyze and interpret wiring schematics and refrigerant circuit diagrams.

• Work alongside Technical Support, Escalation Lead, Engineering, and Controls teams to resolve advanced field challenges.

• Organize and facilitate supervised technical assistance for unresolved issues.

• Coordinate HVAC site visits.

• Employ and instruct partners on LG proprietary software for equipment selection, application, and troubleshooting.

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

• Execute essential software and hardware service updates.

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

• Research and compile technical information for training materials.

• Develop and conduct technical training sessions in classrooms and job sites.

• Review factory literature and distribute technical service bulletins.

• Assist with aftermarket rework initiatives.

• Build a network with regional sales personnel.

• Evaluate extended warranty submissions within the five-day KPI target.

⛳️ Requirements

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

• At least 15-20 years of experience in the HVAC sector or in a technical support capacity.

• Minimum of 3-5 years' experience providing support for LG VRF & RLC systems in a technical support role.

• Ability to manage regions and designated service champions.

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

• Demonstrated expertise in LG product line technical knowledge.

• Skilled in creating and distributing documentation.

• Willingness to travel up to 75%.

• Outstanding communication and interpersonal skills to effectively engage with a diverse clientele.

• Capability to troubleshoot complex service issues via phone and onsite.

• Proficient in reading, analyzing, and interpreting technical business publications, professional journals, and technical procedures with the ability to edit and adapt.

• Competence in writing reports and business correspondence.

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

• Proficient in using 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-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.

• Incentives for personal fitness goals.

• Paid parental leave.

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

• Group Rate Life and Disability Insurance.