Technical Service Operations Analyst

Step into the innovative world of LG Electronics. As a global leader in technology, LG Electronics is dedicated to creating innovative solutions for a better life. Our brand promise, 'Life's Good', embodies our commitment to ensuring a happier life for all. We have a rich history spanning over six decades and a global presence in over 290 locations.  Our diverse portfolio includes Home Appliance Solutions, Media Entertainment Solutions, Vehicle Solutions, and Eco Solutions.  Our management philosophy, "Jeong-do Management," embodies our commitment to high ethical standards and transparent operations. Grounded in the principles of 'Customer-Value Creation' and 'People-Oriented Management', these values shape our corporate culture, fostering creativity, diversity, and integrity. At LG, we believe in the power of collective wisdom through an inclusive work environment.  Join us and become a part of a company that is shaping the future of technology.  At LG, we strive to make Life Good for Everyone.  

What we can offer_:_ 

A crafted employee experience designed to foster professional growth, a focus on health & well-being and an internal community that will set you up for success. 

 We offer an environment that enables colleagues to demonstrate their capabilities, focus on their work and create value.  At LG, you're encouraged to take a creative and individual approach to challenges with strong emphasis placed on performance and skill—and equal, merit-based opportunities across the board.  We want our colleagues to grow with our global business.  That's why we deliver sure rewards for exceptional performance and offer industry-leading benefits.  Come join the team! 

 The Opportunity:

LG Electronics is seeking a Korean Bilingual Technical Service Operations Analyst to work in our Technical Solutions team. The person in this role will be responsible for reviewing/analyzing/improving various field service data and technical solutions data of LGEAI operation including overall process control, work performance, monitoring technical service, contents and inbound call statistics, handling escalated service cases, data analysis and validation, reporting, cost analysis, and coordinating/resolving of any issues with the related departments. Various tasks will also be involved for process improvement, new pilot test, and supporting other LGEAI departments.

This role requires proficiency in the Korean language, including the ability to effectively speak, read, write, and understand Korean in a professional business environment.

Qualifications: 

• Monitor/review/analyze field service data and find any insight to improve.
• Review/analyze TS RA data, find the root-cause and provide improvement to reduce TS RA.
• Review/test/feedback/improve various technical solution methods.
• Monitor potential quality issues and historical call data.
• Monitor employees’ work levels, review work performance, provide consistent feedback to employee Supervisor for call improvement.
• Review technical contents to improve
• Resolve issues and provide timely resolution for internal and external operations.
• Review and Participate in TCC case studies to find failure points.
• Overall process review and improvement: Current process review and modify to improve, new process setup needed.
• Review/analyze TCC operation performance to make more efficient operation.
• Conduct regular meetings with leadership to communicate individual goals and team objectives.
• Handle concerns, complaints and inquires about TCC performance.
• Drive the development of superior service support and high performance goals for each TCC agent.
• Data analysis: field service data, TCC Counselling data, call data and any other data analysis for correctness, accuracy, validation, providing analysis data, finding root cause or improvement.
• Communication with factory and factory support
• Any other duty assigned by manager

Education / Experience

• Bachelor’s degree in statistics or business management
• Associate Degree in Applied Science related to the Electrical, Mechanical, HVAC, Electronics fields preferred
• Proficiency with the Internet, Microsoft Internet Explorer and Microsoft Office – Outlook, Excel, Power Point, Word and database management
• High creativity for finding unique ways to analyze data
• Ability to learn quickly and adapt to changes
• Ability to work without supervision and multi-task in a fast-paced environment
• Strong communication skills
• Travel may be required.
• Bilingual Korean/English is required.

#LI-TF1

Recruiting Range

$55,000—$60,000 USD

Benefits Offered Full-Time Employees:

• No-cost employee premiums for you and your eligible dependents for competitive medical, dental, vision and prescription benefits.
• Auto enrollment with immediate vesting of competitive company matching contributions in a 401(k) Retirement Savings Plan with several 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 help you and your loved ones improve your quality of life. Personal fitness goal incentives.
• Family orientated 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.

Benefits Offered Temporary/Contractors:  

• Eligible for the relevant benefit programs offered through our partner agencies.

Privacy Notice to California Applicants

Applicants who need assistance or a reasonable accommodation during the hiring process may contact our team by phone at: 973-477-7090 or support@lg4me.freshdesk.com. This email and phone number will only reply to accommodation requests and is not intended for general employment inquiries.

All qualified applicants will be considered for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.

In addition to the above, LG believes that pay transparency is a key part of diversity, equity, and inclusion. Our salary ranges take into 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_._