Area Service Manager (Field Service) - Northeast

About the Role

We are seeking an Area Service Manager (ASM) to join our dynamic Customer Service team, overseeing a part of the Northeast region (New York, New Jersey, Pennsylvania). In this role, you will manage and supervise the day-to-day service activities of LG Factory Service Technicians (DMST) and all Authorized Service Centers (ASC) within your assigned geographic district. You will provide operational support and strategic guidance to ensure an exceptional customer experience. All candidates must be able to provide coverage in these state metro areas.

Responsibilities

• Read, develop, and manage the performance of LG Factory Service Technicians in areas such as pending case management, customer satisfaction behaviors, safety, and quality repairs.
• Manage technicians’ pending repair case load, scheduling activities, and compliance with repair appointment times provided to customers.
• Prepare individual technician development plans based on direct observation, qualitative (customer satisfaction surveys), and quantitative metrics (repair time, first visit repair rate, on-time rate, etc.).
• Support technicians in policy and procedure guidance, systems training, issue resolution, and exception case handling.
• Participate in field riding activities with technicians for observation, adherence to safety and departmental procedures, and capability development.
• Serve as the single point of contact for all service issues within your coverage area, managing escalations and reviewing processes for improvement.
• Acknowledge emails within 24 business hours, providing answers or an ETA for responses.
• Review pending Service Power labor/mileage requests, maintaining a 24-hour average response rate.
• Chair weekly conference calls with DMST, ASC leadership, and provide updates to the Regional Service Manager (RSM) on key issues.
• Analyze qualitative and quantitative performance data, set account goals, communicate routinely with account leadership, and drive continuous improvement.
• Partner with the warranty claims team (ASC & LG) to provide approvals as needed.
• Provide a weekly district performance summary to LG leadership.
• Travel up to 40% within assigned markets to support and develop technicians’ capabilities and visit ASC office locations to improve performance.

Requirements

• Bachelor’s degree in a business-related field or equivalent work experience.
• Minimum 5 years of supervisory experience with progressively increased responsibilities in a customer or field service organization.
• Minimum 5 years of account management experience, preferably in a field service organization.
• Ability to set clear expectations and deliver performance feedback.
• Enhanced knowledge of MS Office, including Excel, Word, and PowerPoint.
• Ability to work independently and travel up to 40%.

Pay

Recruiting range: $100,000—$127,000 USD.

Benefits

• No-cost employee premiums for medical, dental, vision, and prescription benefits for you and eligible dependents.
• Auto-enrollment with immediate vesting in a 401(k) Retirement Savings Plan with company matching contributions and several investment options.
• Generous Paid Time Off program, including 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 for you and your loved ones.
• Personal fitness goal incentives.
• Family-oriented benefits, such as paid parental leave and support for families raising children with learning, social, behavioral, or developmental challenges.
• Group Rate Life and Disability Insurance.

Temporary/Contractors are eligible for relevant benefit programs offered through partner agencies.