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Director Of Field Service

Company: LG Electronics Alabama Inc.
Location: Huntsville
Posted on: January 16, 2022

Job Description:

Company:LG Electronics Alabama Inc. (LGEAI) - ServiceJob Function:Customer ServiceAt 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.Talk about a mantra. Life's Good with LG!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. Come join the team!Be with the Industry Innovation LeaderWe are currently seeking a Senior Director of Field Service to join our dynamic team in Huntsville Alabama.
Reporting to the President of Service, the Senior Director has ultimate accountability for all aspects of B2C Major Appliance and Consumer Electronics field service operations; including but not limited to: Network strategy development and execution of strategic objectives, partnership cultivation, and total service performance and cost management. The role is accountable to both internal (Senior Service Management, Internal Sales Leaders) stakeholders, and external customers (Dealers, TPA (third party administrators) Partners, etc).
Principal Duties and Responsibilities:The successful candidate will build plans to drive improvements in the business, and successfully launch and/or adjust operational policies and programs in response to changing company priorities and conditions. He or she will establish and implement service, productivity and quality standards and set metrics to measure their success.In this role, the successful candidate will:

  • Be responsible for the development and execution of a strategy to deliver an exceptional consumer service experience as measured in quantitative metrics such as Time-to-Serve, First Visit Fix, Cost to Serve, and qualitative metrics such as Consumer Satisfaction, Dealer Satisfaction, etc.
  • Be responsible for defining and achieving performance management deliverables for both a direct (W2) network of 500+ and third-party independent service network of 3000+.
  • Be accountable for all aspects of Field Service Performance to Internal Executive Stakeholders as well as External Customers such as Key Dealers, TPAs, etc.
  • Lead a team of leaders of various functional sub-organizations across disciplines such as W2 Technician Management, Independent Contractor Management, Back-office Support, Call Center and support functions, ensuring that direction and performance standards are aligned and executed to the set standard pursuant to the goals of each operation.Job Requirements:
    • Bachelor's degree and/or minimum 10years of management and 5 years of senior leadership experience in large-scale field operations, preferably within a national organization with geographically dispersed teams supporting multiple product lines; preferably in the home appliance industry.
    • Possess a deep passion for the service function
    • Experience managing and motivating teams of employees with multiple functional competencies;
    • Strong interpersonal skills, with the ability to work well with team members at the tech and executive level;
    • Experience managing budgets;
    • Ability to create and present executive level presentations that summarize program status;
    • Ability to travel nationally more than 50% of the time;
    • Proficiency in Microsoft Word, Excel, Outlook, PowerPoint
      LG Electronics, USA Inc.; LG Mobilecomm USA, Inc., LG Mobile Research USA LLC, and Zenith Electronics LLC provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law. Further, the Company takes affirmative action to ensure that applicants are employed and employees are treated during employment without regard to any of these characteristics.

Keywords: LG Electronics Alabama Inc., Huntsville , Director Of Field Service, IT / Software / Systems , Huntsville, Alabama

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