Technical Support Engineer (Field Based)
Direct message the job poster from LG Electronics UK
Life’s Good at LG
At LG, we deliver products and services that make lives better, easier and happier through increased functionality and fun. 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 help drive the company forward. LG is the right place for you if:
* You are motivated and driven, thriving on challenges and wanting to be No. 1.
* You are a people person who likes helping others and understands where they’re coming from.
* You are honest, speak up politely, and do so because you care and 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 marketplace; managing change in line with this growth is key to its future success through continuous development in customer service offering. Our service relies heavily on 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 and KPI management required. Some areas of the service department can interface with repairers, which can lead to confusion about the correct contact points for specific issues. Working with the Service Network Manager, Customer Service Operation Team Leader, and Customer Service Director, part of your remit will be ensuring that 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 in Holland), the European TV manufacturing plant in Poland, and to our training academy in Korea every 2 years.
Role & Responsibilities
* Act as the main contact point between major Authorised repair Companies (ASCs) and LGEUK.
* Monitor, report and influence the performance of ASCs.
* Develop the repair network as required.
* Develop existing KPI reporting from ASCs.
* Ensure ASCs perform against contracts and agreed KPIs.
* Understand and react to Service scorecard results.
* Proactively seek opportunities to improve service quality.
* Identify and bring new ASCs on line as required.
* Act as a single point of contact for the ASC network.
* Review and rationalise small repairers.
* Liaise with the WIP team daily to facilitate quick, efficient job management.
* Support other Service members with activities such as job management, conference calls, and shared knowledge.
* Some technical understanding is desirable; the role does not include physically repairing products.
* Travel throughout the UK is expected; a clean driving licence and flexible working patterns are required.
Skills, Education & Experience
* Skilled Engineer with over 5 years of experience.
* Strong knowledge of consumer electronics goods markets.
* Proficient with Excel and Microsoft Office.
* Ability to analyse service data such as RTAT.
* Flexible and logical approach to work; highly self‑motivated.
* Comfortable with change in an evolving service environment.
* Negotiation skills at various levels.
* Contract management experience.
* Valid driving licence.
* Private Healthcare for Employee & Family.
* 25 days’ annual leave (+ public holidays).
* Staff discount and 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
Applicants must already possess the right to work legally in the United Kingdom.
Seniority Level
* Associate
Employment Type
* Full‑time
Job Function
* Customer Service and Engineering
* Industries: Appliances, Electrical, and Electronics Manufacturing
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