Senior Field Technical Specialist

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

📋 Description

• Create regional service support strategies and actions through the LG Preferred Service Champion Program.

• Oversee all aftermarket support activities within the designated region.

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

• Provide direct technical assistance via phone, email, and case support for HVAC Contractors, Distributors, Manufacturers, and Applied Representatives to ensure timely resolution of system challenges and customer satisfaction.

• Analyze, comprehend, and interpret wiring diagrams and refrigerant circuit schematics to relay information to clients.

• Work alongside Technical Support, Escalation Lead, Engineering, and Controls team members to offer guidance and resolve escalated technical field challenges.

• Arrange and facilitate supervised technical assistance for HVAC Contractors, Distributors, Manufacturers, and Applied Representatives for unresolved technical matters.

• Directly interact with HVAC Contractors, Distributors, Manufacturers, and Applied Representatives to coordinate jobsite visits.

• Educate and guide HVAC Contractors, Distributors, Manufacturers, and Applied Representatives on the proper use of LG proprietary software for equipment selection, application, and troubleshooting.

• Review and assess the application of Variable Refrigerant Flow (VRF) Commercial & Residential & Light Commercial (RLC) Systems, including load verification duties as necessary.

• Execute critical software and hardware service updates for equipment in inventory or in the field as required.

• Schedule and provide onsite service, training, and installation support for all LG HVAC equipment for LG Sales channel partners.

• Research and supply accurate technical information for the creation of training materials.

• Develop and conduct technical training sessions in both classroom and jobsite environments.

• Provide technical review and guidance for factory literature and distribution of technical service bulletins.

• Assist with aftermarket rework projects as needed.

• Build networks with regional sales personnel to foster technical relationships within respective coverage areas.

• Evaluate extended warranty submissions within a KPI target of five days, ensuring that equipment submitted for extended warranty operates optimally and correctly.

⛳️ Requirements

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

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

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

• Ability to manage regions and assigned service champions effectively.

• Proven track record of establishing goals and implementing service support strategies.

• Demonstrated expertise in LG product line technical knowledge.

• Proficient in creating and disseminating documentation.

• Willingness to travel up to 75%.

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

• Capable of in-depth troubleshooting of service issues both via phone and onsite.

• Expertise in reading, analyzing, and interpreting technical business periodicals, professional journals, and technical procedures, with the ability to edit and modify as needed.

• Competent in writing reports and business correspondence.

• Well-developed skills in planning, organization, analysis, and decision-making.

• 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 includes 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, along with personal fitness goal incentives.

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

• Group Rate Life and Disability Insurance.