Lead Technical Specialist

Job description

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. Join us and become a part of a company that is shaping the future of technology. At LG, we strive to make Life Good for Everyone. 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. At LG we make products and services that make lives better, easier, and happier through increased functionality and fun. Put simply, we offer the latest innovations to make "Life Good" - from home appliances, consumer electronics, vehicle components 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. Job Summary The Lead Area Technical Specialist will serve as a senior technical authority within the assigned territory and key liaison for HVAC Contractors, Distributors, and Manufacturer Representatives. In addition to providing expert-level guidance via phone, email, and project sites, this role will lead and mentor a team of Area Technical Field Specialists, ensuring consistent technical excellence and regional service & training alignment. Position will engage on technical training initiatives as needed within assigned territory. Key responsibilities include interpreting wiring schematics, troubleshooting Variable Refrigerant Flow (VRF) systems, and executing critical software and hardware updates. The role also involves coordinating jobsite visits, developing training materials, and delivering technical training sessions. The Lead Area Technical Specialist will be directly accountable for the success of assigned customer service champions across the region and must demonstrate strong leadership, networking, and relationship-building skills. Support for all residential and commercial HVAC products is required. The Opportunity • Lead regional service support strategies & actions through the LG Preferred Service Champion Program. • Facilitate aftermarket support activities within assigned territory. • Communicate aftermarket support plans across internal and external teams. • Manage technical training plans of Service Champions, ensuring robust knowledge transfer. • Manage Service Champion Technical Conference including planning and execution. • 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 proper utilization of LG proprietary software for the purpose of assessing equipment selection, application, and troubleshooting. • Review and analyze application of Variable Refrigerant Flow (VRF) Commercial & Residential & Light Commercial (RLC) Systems which includes 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 material. • Generate and conduct technical training sessions in both classroom and jobsite settings, with expectations to conduct a minimum of 12 technical classes per year in LG US Academies. • Review and approve Customer Satisfaction Fund (CSF) and scrap submissions on behalf of entire Field Technical team. • Responsibility for synthesizing current field technical issues and communicating to training development team on a regular basis, with support for incorporation into training materials. • 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 KPI target of (5) days ensuring equipment entered for extended warranty is optimally functional and operating correctly. • Support LG training initiatives including, but not limited to, authorizing new partner training academies and working on training projects as needed within territory. Qualifications • HVAC Vocational Diploma, Bachelor, or Associates Degree preferred. • Minimum 10 years’ experienc