Technical Support Engineer (Field Based)
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 expanding company, and we value the ability to manage change through continuous development in customer service offerings.
Role involves management and optimization of the repair network, KPI reporting, and ensuring high-quality service to customers in collaboration with the Service Network Manager, Customer Service Operation Team Leader, and Customer Service Director. The position is based at the Weybridge Head Office with travel to the Milton Keynes warehouse and occasional travel to the European Service Academy (Holland), the European TV manufacturing plant (Poland), and the training academy in Korea every two 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 and optimise 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
* Be proactive and identify opportunities to improve
* Identify and onboard new ASCs as required by the business
* Act as a single point of contact for the ASC network
* Review and rationalise smaller repairers
* Collaborate with WIP team colleagues to facilitate quick, efficient job management
* Support other Service members with activities like job management, conference calls, and knowledge sharing
* Some technical understanding is desirable, but the role does not require physical product repairs
* Travel across the UK is expected; a clean driving license and flexible working hours are required
Skills, Education & Experience
* Skilled engineer with over 5 years of experience
* Strong knowledge of consumer electronics markets
* Familiar with Excel and Microsoft Office
* Ability to analyse service data such as RTAT
* Flexible and self-motivated with a logical approach to work
* Comfortable with change in a dynamic service environment
* Strong negotiation abilities and contract management
* Driving licence is essential
* 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.
Seniority level
* Associate
Employment type
* Full-time
Job function
* Customer Service and Engineering
* Industries: Appliances, Electrical, and Electronics Manufacturing
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