Technical Call Center Manager

About the role

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. We have 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," embodies our commitment to high ethical standards and transparent operations. Grounded in the principles of "Customer-Value Creation" and "People-Oriented Management," these values shape our corporate culture, fostering creativity, diversity, and integrity. At LG, we believe in the power of collective wisdom through an inclusive work environment.

What We Can Offer

A crafted employee experience designed to foster professional growth, a focus on health & well-being and an internal community that will set you up for success. We offer an environment that enables colleagues to demonstrate their capabilities, focus on their work and create value. At LG, you're encouraged to take a creative and individual approach to challenges with strong emphasis placed on performance and skill—and equal, merit-based opportunities across the board. We want our colleagues to grow with our global business. That's why we deliver sure rewards for exceptional performance and offer industry-leading benefits.

The Opportunity

The Technical Call Center (TCC) Manager is responsible for leading technical support operations and ensuring field technicians and internal support teams have the information and guidance needed to successfully repair LG appliances. This role requires strong technical product knowledge, effective leadership skills, and the ability to communicate clearly with internal teams, external partners, and factory personnel. The TCC Manager will oversee daily call center operations, manage TCC agents, provide technical support to field technicians, review return authorizations, and respond to escalated technical inquiries. This position plays a key role in ensuring accurate technical information is shared with the appropriate parties to support timely repairs, service quality, and customer satisfaction.

Responsibilities

• Review RA (Return Authorization) cases in detail daily, approve or reject and share the daily RA cases with HQ by email.
• Review TV module PA (Panel Authorization) cases daily and approve or reject.
• Review CEP (Clearance Enhancement Program) cases daily and send the emails to the related team.
• Manage TCC agents’ timestamp, PTO (Paid Time Off), work shift schedule including Saturday, and evaluate TCC agents’ performance.
• Arrange the training plan and service riding plan for TCC agents.
• Set up a weekly meeting with all TCC agents and communicate or share announcement, the technical information, new service bulletin, any quality issues, and TCC policy or process changes with all TCC agents.
• Review, research and respond to all escalated questions from TCC agents, ASM’s, VOC team and everyone else in daily.
• Analyze TCC operation and performance, find out any issue, and improve TCC operation, process, performance and agent’s skill.
• Assist external departments and/or factory personnel to identify, report and resolve product repair/quality, operational or maintenance related issues.
• Maintain exceptional knowledge for assigned product(s), technology as well as industry standards and practices.
• Provide weekly and monthly reports as required.
• Other duties as assigned by team leader or top management.

Education / Experience

• Minimum of associate’s degree, or technical training in appliance or technical related field.
• High level of PC knowledge such as MS Office & possess excellent communication skills both written and oral.
• Minimum of 10 years’ working experience in consumer electronics and/or appliance fields.
• High level of mechanical and electrical concepts.
• High level of laundry and cooking appliance repair concepts.
• High level of refrigeration operation and theory.
• Technical knowledge of sealed system repair.
• Travel less than 10%.

Pay

Recruiting Range: $107,000—$120,000 USD

Benefits

• 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 your quality of life.
• Personal fitness goal incentives.
• Family orientated 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.