HVAC Tier II Technical Support Specialist

Company Overview

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. With a history spanning over six decades and a presence in more than 290 locations, our portfolio includes Home Appliance Solutions, Media Entertainment Solutions, Vehicle Solutions, and Eco Solutions. Our management philosophy, “Jeong‑do Management,” reflects high ethical standards and transparent operations, while “Customer‑Value Creation” and “People‑Oriented Management” shape a culture of creativity, diversity, and integrity.

Why Join the LG Technical Support Team

Our Technical Support team delivers top‑notch service while fostering a collaborative, fun environment. We celebrate successes together, learn from challenges, and support each other through office events, celebrations, and team‑building activities. You’ll transition from field to office with guidance, and your contributions will be recognized by customers and leadership alike.

Why This Role Matters

This position serves as a launchpad to departments such as Training, Controls, and Field Support. You’ll become a Product Champion, gain deep product knowledge and customer insight, and help shape LG’s investment in customer experience. Whether you aim to grow into new roles or simply love helping others through technical support, this team offers the environment to thrive.

Responsibilities

• Deliver second‑level technical support via phone, email, and internal systems.
• Troubleshoot and resolve escalated issues beyond Tier 1 capabilities.
• Collaborate with engineering, Customer Care, and field service teams to resolve complex problems.
• Document solutions and contribute to knowledge‑base articles.
• Mentor Tier 1 agents and assist with training and Q&A sessions.
• Identify and report recurring issues to support product and process improvements.
• Maintain high levels of customer satisfaction through professional communication.
• Participate in ongoing product training and certification programs.
• Maintain key performance indicators (KPIs).
• Log all interactions and resolutions in the CMS system.
• Provide parts support and assist callers across all product types.
• Stay current with product literature and manuals.
• Coordinate with other technical support agents to ensure seamless service.

Qualifications

• Associate’s or Bachelor’s degree in HVAC, Engineering, Electronics, or equivalent experience.
• Minimum 2 years of experience in technical support or HVAC service.
• Strong understanding of HVAC systems, diagnostics, and repair procedures.
• Excellent problem‑solving and communication skills.
• Experience with CRM or ticketing systems (e.g., Salesforce, ServiceNow).
• Ability to work independently and manage multiple priorities.
• EPA Certification and/or NATE Certification is a plus.

Benefits

• No‑cost employee premiums for you and eligible dependents for competitive medical, dental, vision, and prescription coverage.
• Auto‑enrollment with immediate vesting of competitive company‑matched contributions in a 401(k) Retirement Savings Plan.
• Generous Paid Time Off program including company holidays and a combined bank of 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 challenges, or developmental disabilities.
• Group‑rate life and disability insurance.
• Temporary/contractors eligible for relevant benefit programs offered through partner agencies.

Pay

Recruiting Range: $65,000 — $75,000 USD