Field Services Operations Support Manager

The Opportunity

Join LG’s dynamic product repair organization as a Field Services Operations Support Manager, where you’ll drive excellence in operational support for our field service network. In this full-time onsite role based in Huntsville, AL, you’ll lead and streamline support functions that keep our factory technicians and authorized service partners running smoothly, ensuring efficient service delivery and an outstanding customer experience across all touchpoints.

Field Services (FS) Operations Support

• Lead and mentor a team of 50 helpdesk agents who support field technicians and authorized service centers in repairing LG appliances and electronics.
• Monitor performance metrics and support trends to identify opportunities for improvement and enhance overall field service efficiency.
• Manage 2–3 team members responsible for system management, network communications, and service center locator operations.
• Oversee real-time case management, including tracking repair progress, adjusting technician schedules, transferring calls, and resolving field service issues to ensure customer satisfaction.
• Develop and present executive-level reports summarizing operational performance, key insights, and strategic recommendations.

Operational Process Optimization

• Evaluate existing workflows to identify inefficiencies and implement data-driven solutions that improve productivity and service quality.
• Use data analysis to translate complex information into actionable strategies that reduce repair turnaround time, optimize costs, and elevate customer satisfaction.
• Lead cross-functional process improvement initiatives from planning through execution, ensuring measurable and sustainable results.

Qualifications

• Bachelor’s degree in business administration or a related field.
• Minimum of 5 years of experience in operations or project management; experience within the appliance repair or related service industries is a plus.
• Proven ability to lead and develop a diverse team with varying levels of experience and areas of focus.
• Strong analytical and data-driven mindset, with hands-on experience creating operational dashboards and performance reports.
• Bilingual Korean/English a plus