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Jobs · Information Technology · Texas

HVAC Tier II Technical Support Specialist

LG Electronics North America · Farmers Branch, TX · 1 mo ago
Information Technology$65k–$75k/yrFull-time

Company Overview

LG Electronics is a global leader in technology, dedicated to creating innovative solutions for a better life. With a history spanning over six decades and a presence in more than 290 locations, LG offers a diverse portfolio that includes Home Appliance Solutions, Media Entertainment Solutions, Vehicle Solutions, and Eco Solutions. The company’s management philosophy, “Jeong‑do Management,” emphasizes high ethical standards, transparent operations, customer‑value creation, and people‑oriented management.

Why Join the LG Technical Support Team?

The LG Technical Support team focuses on delivering top‑notch service while fostering a collaborative and fun work environment. Team members support each other, share knowledge, and grow together through office events, celebrations, and team‑building activities. The role offers a clear path for career advancement within LG, with opportunities to transition to departments such as Training, Controls, and Field Support.

Why This Role Matters

This position serves as a launchpad to other departments, allowing you to build your brand as a Product Champion, gain deep product knowledge, and contribute to a growing team backed by LG’s investment in customer experience. It offers a supportive environment for those dedicated to HVAC and eager to learn.

The Opportunity

  • 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) and log all interactions 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 competitive medical, dental, vision, and prescription benefits for you and eligible dependents.
  • Auto‑enrollment with immediate vesting of 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 employees and their families.
  • 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 are eligible for relevant benefit programs through partner agencies.

Pay

Recruiting range: $65,000 — $75,000 USD.

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