Commercial Display Service Engineer II — B2B Support Lead

LG Electronics North America

Huntsville (AL)

On-site

USD 73,000 - 77,000

Full time

5 days ago

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Benefits offered by this job

No-cost employee premiums for family

401(k) with company matching

Generous Paid Time Off

Short-Term Incentives

Mental health resources

Parental leave

Life and Disability Insurance

Job summary

LG Electronics North America is seeking a skilled Service Engineer 2 for the Commercial Display segment to provide advanced technical support and serve as a Level II escalation point for B2B customers, field technicians, and partners. You will collaborate with Sales, Product Development, Warehouse, and Field Service teams to resolve complex issues and improve product quality.

The role requires hands-on technical ability in AV/IT technologies, strong troubleshooting, and a customer-first mindset.

Qualifications

Bachelor’s degree in engineering or a related technical field.
Strong understanding of project specifications, technical drawings, blueprints, and technical documentation.
Solid background in AV and IT technologies, including networking, software, firmware, and commercial AV systems.
Strong customer service mindset with the ability to understand customer needs and deliver timely, practical, and effective solutions.
Excellent verbal and written communication skills, combined with strong analytical, troubleshooting, and problem-solving abilities.
Advanced proficiency in Excel, PowerPoint, and Power BI.
Ability to travel up to 30% throughout the U.S.

Responsibilities

Provide technical support to B2B customers via email, phone, and onsite visits, troubleshooting and resolving issues related to commercial display products.
Serve as a Level II escalation resource by managing service tickets and supporting field service technicians, clients, and integration partners with complex technical issues.
Support IT and Medical Monitor product lines by providing customer-facing technical assistance and engineering support to ensure timely, effective issue resolution.
Analyze daily service data, prepare reports, identify trends related to product quality issues, and manage service parts orders associated with customer and product issues.
Understand the needs of B2B customers and develop tailored repair and support plans for large-scale users, including onsite repair support when required.
Conduct initial analysis of customer‑reported quality issues and collaborate with R&D teams to identify root causes and develop effective corrective actions.
Use Jira and other internal systems to track technical issues, communicate with Korea headquarters, and support customer response and resolution plans.
Create knowledge articles and service documentation based on customer support cases, repair activities, and field insights.
Provide technical training and guidance to internal teams, relevant departments, and field service technicians.
Support warehouse logistics, service parts coordination, and other operational needs as required.
Participate in special projects, daily service operations, and customer site visits to support business and service objectives.
Perform other related duties assigned to support business, service, and customer satisfaction objectives.