Senior Technical Call Center Leader (Appliances)

LG Electronics USA; Huntsville (AL); On-site; USD 107,000 - 120,000; Full time

Benefits offered by this job

No-cost medical benefits

401(k) with company match

Paid time off (PTO)

Short-Term Incentives

Mental health resources

Parental leave

Group life & disability insurance

Job summary

LG Electronics USA is seeking a Technical Call Center (TCC) Manager to lead technical support operations and guide field technicians in timely appliance repairs. You will manage TCC agents, coordinate RA/PA/CEP cases, and communicate with HQ, factories, and partners to ensure service quality and customer satisfaction.

Applicants should have an associate degree or technical training, extensive appliance repair experience, strong PC and communication skills, and willingness to travel up to 10%.

Qualifications

• Associate degree or technical training in appliance/technical field.
• Strong PC skills (MS Office) and excellent written/oral communication.
• At least 10 years' experience in consumer electronics/appliances.
• Strong mechanical and electrical knowledge.
• Strong understanding of laundry, cooking appliance repair, and refrigeration theory.
• Technical knowledge of sealed system repair.
• Travel up to 10%.

Responsibilities

• Review RA (Return Authorization) cases daily with HQ by email.
• Review TV module PA cases daily and approve or reject.
• Review CEP cases daily and email to related team.
• Manage TCC agents' time off, shifts, and performance.
• Arrange training and service riding plans for TCC agents.
• Hold weekly meetings to share announcements, updates, and policies.
• Respond to escalated questions from TCC agents and teams.
• Analyze operations to identify issues and drive improvements.
• Assist other departments to identify and resolve repair/quality issues.
• Maintain knowledge of assigned product lines and industry standards.
• Provide weekly and monthly reports.

Skills

Communication skills

MS Office

Mechanical concepts

Electrical concepts

Refrigeration theory

Sealed system repair

Technical knowledge in appliances

Travel flexibility

Education

Associate degree or technical training

Job description

LG Electronics USA is seeking a Technical Call Center (TCC) Manager to lead technical support operations and guide field technicians in timely appliance repairs. You will manage TCC agents, coordinate RA/PA/CEP cases, and communicate with HQ, factories, and partners to ensure service quality and customer satisfaction.

Applicants should have an associate degree or technical training, extensive appliance repair experience, strong PC and communication skills, and willingness to travel up to 10%.