Korean Bilingual Technical Service Operations Analyst

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.