Director Technical Support

LG's Mission is to be #1 by creating a better life for our customers. At LG we make products and services that make lives better, easier and happier through increased functionality and fun. Put simply, we offer the latest innovations to make "Life Good"! As a global leader, we strive for greatness not only in the products we make but in our people. That is why we are currently seeking the newest innovator to join our dynamic team We are currently seeking an Director, Technical Support who will be part of our Air Solutions Team in Alpharetta GA. This can be a remote or hybrid position providing you are in the Eastern or Central Time zone and live near a major airport for travel purposes.

What we can offer you:

Culture for Growth | Top Notch Employee Health & Well Being Benefits | Every Voice Matters | Global Reach

Director, Technical Support, Air Conditioning Technologies Technical Team

What you will do:

In this role you will lead the overall technical customer experience for LG Air Conditioning Technologies (ACT), including field technical support, post-sale technical activities, resolution management as well as representing these departments as part of the ACT leadership team. Responsible for additional activities within ACT, including participation in QA/QC, risk management and administration of ACT Customer Satisfaction Fund.• Provide strategy and vision for the after-market technical team• Determine technical support KPI's and actively participant in ACT leadership team, deliver weekly metrics and actively address channel concerns• Standardization of technical support processes across teams to increase efficiency and collaboration.• Identify and facilitate guidelines for proactive customer satisfaction and strategies to improve customer satisfaction • Drive improvements and enhancements with the resolutions group• Manage field technical support team, improving metrics and providing weekly risk assessment updates• Ownership and administration of ACT Customer Satisfaction Fund• Manage and control departmental expenditures within budget including travel. Build awareness and knowledge of ACT technical support and customer requirements and provide guidance to SVP, ACT and staff

Key Leadership Competencies:

• Customer-Focused: Communicates and supports a vision for the Technical Support Team that generates excitement, enthusiasm, and commitment to ACT mission to serve and partner with our customers. Engage in breakthrough thinking ("think out of the box") and be willing to take risks. An inspirational role model and visionary, who is always leading and advocating for the customer.• Business Acumen: Strong analytical skills balanced with sound business judgment. Able to effectively analyze complex financial and business issues and develop appropriate solutions to improve performance through continuous improvement in a timely and responsive manner.• Results-Driven: Broad business-oriented thinker with a global perspective, who can deliver world-class results against aggressive goals and stretch targets.• Solutions-Oriented: Creates a climate that encourages innovation and receptivity to change. Manages change and implements effective change strategies to realize goals and objectives of the group.• Thought Leadership: Foresees future trends and events and works with the team to develop strategies to face future challenges and meet the needs of internal and external customers and other stakeholders.

To be successful you will need:

• Bachelor's degree required (master's degree preferred)• Ten years of experience is required.• Strategic planning, critical thinker, analytical and strong business acumen skills• Tactical execution capabilities• Quality Assurance and Quality Control experience with global manufacturing • Technical leadership experience, including training and field support.• Worked in a non-USA based environment.• Excellent communication skills• Strong project management skills• Ability to work/ lead initiatives cross functionally and across ACT business.• Experience working with emerging or new companies and building an infrastructure.

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This base pay range is based on US national averages. Actual base pay could be a result of seniority, merit, geographic location where the work is performed.

At LG, we aspire to empower people and celebrate differences because we believe diversity will create the unexpected. We provide equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law. Consistent with our commitment to providing equal opportunity and embracing diversity, LG has implemented affirmative action to ensure applicants are employed and employees are treated without regard to these characteristics.

In addition to the above, LG believes that pay transparency is a key part of diversity, equity, and inclusion. Our salary ranges take in account many factors in making compensation decisions including but not limited to skillset, experience, licensure, certifications, internal equity, and other business needs. While we consider geographic pay differentials in final offers, because we operate in many geographies, where applicable, the salary range listed may not reflect all geographic differentials applied.