Lead Appliance Tech Support Center Manager

Lgelectronics; Huntsville (AL); On-site; USD 107,000 - 120,000; Full time

Benefits offered by this job

No-cost employee premiums

401(k) with immediate vesting

Generous PTO

Performance incentives

Mental health resources

Parental leave

Life and disability insurance

Job summary

LG Electronics in the United States is seeking a Technical Call Center (TCC) Manager to lead technical support operations for LG appliances. The role requires strong product knowledge, clear communication with field technicians, internal teams and factory personnel.

You will oversee daily call center activities, manage agents, respond to escalated inquiries, and drive improvements in service quality and customer satisfaction.

Qualifications

• Associate degree or technical training in appliance or technical field.
• Excellent written and oral communication skills; high PC knowledge (MS Office).
• Minimum 10 years’ experience in consumer electronics and/or appliance fields.
• Strong mechanical and electrical concepts and repair knowledge.
• Willingness to travel up to 10%.

Responsibilities

• Review RA cases daily and share with HQ by email.
• Review TV module PA cases daily and approve or reject.
• Review CEP cases daily and notify the related team.
• Manage TCC agents’ schedules, PTO, and performance.
• Provide training plans and service riding plans for TCC agents.
• Lead weekly meetings to share technical updates and policy changes.
• Respond to escalated questions from TCC agents, ASM’s, VOC team.
• Analyze operations to improve performance and skills.
• Coordinate with external departments and factory personnel on issues.
• Maintain up-to-date knowledge of products and industry standards.
• Provide weekly and monthly reports.
• Other duties as assigned.

Skills

Leadership

Technical knowledge

MS Office

Communication skills

Education

Associate degree or technical training

Job description

LG Electronics in the United States is seeking a Technical Call Center (TCC) Manager to lead technical support operations for LG appliances. The role requires strong product knowledge, clear communication with field technicians, internal teams and factory personnel.

You will oversee daily call center activities, manage agents, respond to escalated inquiries, and drive improvements in service quality and customer satisfaction.