LG Electronics is a global leader in technology dedicated to creating innovative solutions for a better life. The Technical Solutions Analyst will be responsible for reviewing and analyzing field service data, improving technical solutions, and coordinating with various departments to resolve issues and enhance operational efficiency.
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
Qualification
Required
Bachelor's degree in statistics or business management
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
Preferred
Associate Degree in Applied Science related to the Electrical, Mechanical, HVAC, Electronics fields
Bilingual (English/Korean) preferred to communicate with HQ
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.
LG Electronics manufactures a wide range of products including televisions, smartphones, and home appliances.
