Technical Call Center Leader — Appliance Support & Escalations

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

Benefits offered by this job

No-cost family medical/dental/vision

401(k) immediate vesting

Paid Time Off

Performance-based incentives

Mental health resources

Parental leave

Life and Disability Insurance

Job summary

LG Electronics North America is seeking a Technical Call Center (TCC) Manager to lead technical support operations for LG appliances. You will guide field technicians and internal teams, ensuring timely repairs with accurate technical information and strong customer focus.

The role requires deep product knowledge, proven leadership, and the ability to communicate clearly with internal teams and partners. Join LG to influence service quality and customer satisfaction while managing daily call

Qualifications

• Minimum of associate’s degree, or technical training in appliance or technical related field.
• High level of PC knowledge such as MS Office & possess excellent communication skills both written and oral.
• Travel less than 10%.

Responsibilities

• Review RA (Return Authorization) cases daily, approve or reject and share with HQ by email.
• Review TV module PA (Panel Authorization) cases daily and approve or reject.
• Review CEP (Clearance Enhancement Program) cases daily and send emails to related team.
• Manage TCC agents’ timestamps, PTO, work shift including Saturdays, and evaluate performance.
• Arrange training plans and service riding plans for TCC agents.
• Set up weekly meetings with all TCC agents to share announcements and technical information.
• Respond to escalated questions from TCC agents, ASM’s, VOC team and others.
• Analyze TCC operation and performance to identify issues and drive improvements.
• Assist external departments and factory personnel to identify, report and resolve product repair/quality issues.
• Maintain knowledge of assigned products and industry standards.
• Provide weekly and monthly reports.

Skills

MS Office proficiency

Excellent communication

Education

Associate degree or technical training in appliance/technical field

Job description

LG Electronics North America is seeking a Technical Call Center (TCC) Manager to lead technical support operations for LG appliances. You will guide field technicians and internal teams, ensuring timely repairs with accurate technical information and strong customer focus.

The role requires deep product knowledge, proven leadership, and the ability to communicate clearly with internal teams and partners. Join LG to influence service quality and customer satisfaction while managing daily call