Sr Field Technical Specialist

Step into the innovative world of LG Electronics. As a global leader in technology, LG 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 rich history spanning over six decades and a global presence in over 290 locations, our diverse portfolio includes Home Appliance Solutions, Media Entertainment Solutions, Vehicle Solutions, and Eco Solutions. Our management philosophy, "Jeong-do Management," reflects our commitment to high ethical standards and transparent operations, grounded in 'Customer-Value Creation' and 'People-Oriented Management.' These values foster a corporate culture of creativity, diversity, and integrity. At LG, we believe in the power of collective wisdom through an inclusive work environment.

About the Role

The Area Technical Specialist will serve as a key technical resource and liaison for HVAC Contractors, Distributors, and Manufacturer Representatives. Responsibilities include providing expert technical guidance via phone and email, resolving escalated system issues, technical training, and ensuring customer satisfaction utilizing case management. This role involves interpreting wiring schematics, troubleshooting Variable Refrigerant Flow (VRF) systems, and conducting critical software and hardware updates. The specialist will also coordinate jobsite visits, support regional service champions, and assist in developing training materials. A strong ability to network and foster relationships with staff and partners is essential. Support for all residential and commercial products is required.

Responsibilities

• Develop regional service support strategies and actions through the LG Preferred Service Champion Program.
• Manage all aftermarket support activities within the assigned region.
• Interface with building owners, general contractors, and service champions on technical matters.
• Provide direct technical guidance via phone, email, and case support for HVAC Contractors, Distributors, Manufacturer, and Applied Reps to facilitate timely resolution of system issues and ensure customer satisfaction.
• Read, understand, and interpret wiring schematics and refrigerant circuit diagrams to convey information to customers.
• Coordinate with Technical Support, Escalation Lead, Engineering, and Controls team members to provide direction and resolve escalated technical field issues.
• Arrange for and facilitate supervised technical assistance for HVAC Contractors, Distributors, Manufacturer, and Applied Reps for unresolved technical issues.
• Interact directly with HVAC Contractors, Distributors, Manufacturer, and Applied Reps for coordination of jobsite visits.
• Utilize and instruct HVAC Contractors, Distributors, Manufacturer, and Applied Reps in the proper use of LG proprietary software for assessing equipment selection, application, and troubleshooting.
• Review and analyze the application of Variable Refrigerant Flow (VRF) Commercial & Residential & Light Commercial (RLC) Systems, including load verification duties as needed.
• Perform critical software and hardware service updates to equipment in inventory or in the field as required.
• Schedule and conduct onsite service, training, and installation support of all LG HVAC equipment for LG Sales channel partners.
• Research and provide accurate technical information for use in the development of technical training materials.
• Generate and conduct technical training sessions in both classroom and jobsite settings.
• Conduct technical review and guidance for factory literature and distribution of technical service bulletins.
• Support aftermarket rework projects as needed.
• Network with regional sales staff, fostering technical relationships within respective coverage regions.
• Review extended warranty submissions within a KPI target of 5 days, ensuring equipment entered for extended warranty is optimally functional and operating correctly.

Requirements

• HVAC Vocational Diploma, Bachelor’s, or Associate’s Degree preferred.
• Minimum 15-20 years of experience in the HVAC field or in a technical support role.
• Minimum of 3-5 years of experience supporting LG VRF & RLC systems in a technical support role.
• Capable of managing regions and assigned service champions.
• Proven experience setting goals and executing service support strategies.
• Demonstrated proficiency in LG product line technical knowledge.
• Proficiency in documentation creation and dispersion.
• Able to travel up to 75%.
• Excellent communication and interpersonal skills to interact effectively with a diverse client group.
• Ability to troubleshoot in-depth service issues via phone and onsite.
• Expertise in reading, analyzing, and interpreting technical business periodicals, professional journals, and technical procedures with the ability to edit and modify.
• Ability to write reports and business correspondence.
• Well-developed planning, organization, analytical, and decision-making skills.
• Proficient computer skills using all Microsoft Suite Programs.

Pay

Recruiting range: $85,000—$105,000 USD

Benefits

Full-Time Employees

• No-cost employee premiums for you and your eligible dependents for competitive medical, dental, vision, and prescription benefits.
• Auto enrollment with immediate vesting of competitive company matching contributions in a 401(k) Retirement Savings Plan with several investment options.
• Generous Paid Time Off program that includes 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 to help you and your loved ones improve quality of life.
• 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 the relevant benefit programs offered through our partner agencies.