Technical Support Engineer (Field Based)

Life’s Good at LG

At LG, we deliver products and services that make lives better, easier and happier though increased functionality and fun. Put simply, we offer the latest innovations to make “Life Good” – from home appliances, consumer electronics and mobile communications to business innovations in digital signage, air conditioning, solar and LED lighting. As a global leader, we strive for greatness in product leadership, market leadership and people leadership to realize our growth strategies.

We strongly believe that our people’s competitive spirit, proactive leadership, and expertise helps drive the company forward. As such, LG is the right place for you if:

• You are a smart cookie. You like to dig into the data and find creative solutions.
• You are motivated and driven. You thrive on a challenge and want to be No. 1.
• You are a people person. You like helping people out and you want to understand where they’re coming from.
• You’re honest and you will speak up (politely of course), but you do it because you care and because it’s the right thing to do.

Overview

We are looking for a skilled engineer with field repair experience to join us as the Technical Support Engineer (Field Based) for all Home Entertainment products.

LGEUK is an ever growing company in the market place; as such the ability to manage change in line with this growth is the key to its future success, through continuous development in customer service offering.

LGEUK service relies heavily upon a small number of product specific service providers who carry out a high percentage of the total repair volume.

The management of these repairers is critical, with regular reporting or KPI management required. Some areas of the service dept can interface with repairers and this can lead to confusion on both parts regarding the correct contact points for any specific issues.

As LGEUK grows within the market there will be an increasing need to optimise its current repair network, bringing with it the need for reliable controlled evaluation of prospective new companies. Working with the Service Network Manager, Customer Service Operation Team Leader and Customer Service Director, part of your remit will be ensuring that our customers receive continued high level quality service.

The position is based at our Weybridge Head Office with travel required to our warehouse in Milton Keynes. Additional travel will be required a few times a year to the European Service Academy (EU training centre is in Holland), the European TV manufacturing plant in Poland and to our training academy in Korea every 2 years.

Role & Responsibilities

• To act as the main contact point between the major Authorised repair Companies (ASCs) and LGEUK
• To monitor, report and influence the performance of ASC’s
• To develop the repair network as required.
• To develop existing KPI reporting from ASC’s
• To ensure ASC’s perform against contracts and agreed KPI’s
• Understand and react to Service scorecard results.
• Be pro-active and look for opportunities to improve.
• To Identify and bring new ASC’s on line as required by the business.
• To act as a single point of contact for the ASC network.
• To review and rationalise small repairers.
• Liaise and work with WIP team colleagues daily in order to facilitate quick efficient job management.
• Be able to support when required other Service members with activities like job management, conference calls, shared knowledge etc
• Some technical understanding and ability is desirable but the role should not include the need to physically repair products.
• Travel to all areas of the UK should be expected, so the candidate must hold a relatively clean driving license and be flexible in working hours and patterns.

Skills, Education & Experience

• Skilled Engineer with over 5 years experience
• Good depth of knowledge of consumer electronics goods markets
• Familiar with Excel and Microsoft office
• Understand and analyse service data such as RTAT etc
• Have a flexible and logical approach to work and be strongly self motivated.
• Comfortable with change as LGEUK service is an ever changing environment.
• Ability to negotiate at different levels
• Customer focused
• Contract management
• Driving licence is essential

Benefits

• 9% Pension Contribution
• Private Healthcare for Employee & Family
• 25 Days’ Annual Leave (+ Public Holidays)
• Staff Discount
• Subsidised Cafeteria

Equal Opportunities for All

LG Electronics U.K. Ltd is an equal opportunities employer. We welcome applications from all suitable persons regardless of race, sex, disability, religion/belief, sexual orientation or age.

Right to Work

Please note: to be considered for this role, applicants must already possess the right to work legally in the United Kingdom.