Technical Solutions Analyst

LG Electronics USA; Huntsville (AL); On-site; USD 55,000 - 60,000; Full time

Benefits offered by this job

No-cost medical, dental, vision and Rx

401(k) with matching contributions

Paid time off

Short-Term Incentives

Mental health resources

Parental leave support

Life and disability insurance

Job summary

LG Electronics USA is seeking a Technical Solutions Analyst to join our Technical Solutions team. This role will be responsible for reviewing, analyzing, and improving field service and technical solutions data across LGEAI operations.

Key responsibilities include supporting overall process control, monitoring work performance, analyzing technical service content and inbound call statistics, handling escalated service cases, validating data, preparing reports, conducting cost analysis, and

Qualifications

• Bachelor's degree in Statistics, Business Management, or related field preferred.
• Associate degree in Applied Science related to Electrical, Mechanical, HVAC, Electronics, or similar tech field preferred.
• Proficiency with internet-based tools and Microsoft Office applications (Outlook, Excel, PowerPoint, Word) and database management.
• Strong analytical and creative problem-solving skills.
• Ability to learn quickly, adapt to changing priorities, and work in a fast-paced environment.
• Ability to work independently with minimal supervision while managing multiple tasks.
• Strong verbal and written communication skills.
• Ability to travel as required.
• Bilingual proficiency in English and Korean preferred to support communication with HQ.

Responsibilities

• Monitor/review/analyze field service data and identify insights for improvement.
• Review TS RA data to identify root-cause and propose improvements.
• Test/feedback/improve various advanced technical solution methods.
• Update/checklist status for Refrigerator, Washer and Dryer.
• Manage DIY operations and expand the program.
• Monitor quality issues and historical call data.
• Track staff workload and provide feedback for call improvements.
• Review technical content to improve accuracy.
• Resolve issues and coordinate with internal/external teams.
• Participate in TCC case studies to find failure points.
• Review and improve overall processes; set up new processes.
• Analyze TCC operation performance for efficient operations.
• Conduct regular leadership meetings to align goals.
• Handle concerns and inquiries about TCC performance.
• Drive development of superior service support and high-performance goals.
• Perform data analysis on field service, TCC counselling, and call data.

Skills

Internet tools

Outlook

Excel

PowerPoint

Word

Database management

Analytical thinking

Creative problem-solving

Fast learner

Adaptable

Independent worker

Communication skills

Travel ready

Bilingual English/Korean

Education

Bachelor's degree in Statistics/Business Management/related field

Associate degree in Electrical/Mechanical/HVAC/Electronics/related tech field

Job description

Step into the innovative world of LG Electronics. As a global leader in technology, LG Electronics is dedicated to creating innovative solutions for a better life. Our brand promise, 'Life's Good', embodies our commitment to ensuring a happier life for all. We have a rich history spanning over six decades and a global presence in over 290 locations. Our diverse portfolio includes Home Appliance Solutions, Media Entertainment Solutions, Vehicle Solutions, and Eco Solutions. Our management philosophy, "Jeong-do Management," embodies our commitment to high ethical standards and transparent operations. Grounded in the principles of 'Customer-Value Creation' and 'People-Oriented Management', these values shape our corporate culture, fostering creativity, diversity, and integrity. At LG, we believe in the power of collective wisdom through an inclusive work environment. Join us and become a part of a company that is shaping the future of technology. At LG, we strive to make Life Good for Everyone.

What we can offer:

A crafted employee experience designed to foster professional growth, a focus on health & well-being and an internal community that will set you up for success.

We offer an environment that enables colleagues to demonstrate their capabilities, focus on their work and create value. At LG, you're encouraged to take a creative and individual approach to challenges with strong emphasis placed on performance and skill-and equal, merit-based opportunities across the board. We want our colleagues to grow with our global business. That's why we deliver sure rewards for exceptional performance and offer industry-leading benefits. Come join the team!

The Opportunity:

LG Electronics is seeking a Technical Solutions Analyst to join our Technical Solutions team. This role will be responsible for reviewing, analyzing, and improving field service and technical solutions data across LGEAI operations.

Key responsibilities include supporting overall process control, monitoring work performance, analyzing technical service content and inbound call statistics, handling escalated service cases, validating data, preparing reports, conducting cost analysis, and coordinating with related departments to resolve issues.

The Technical Solutions Analyst will also support process improvement initiatives, participate in new pilot tests, and assist other LGEAI departments as needed.

Responsibilities:

• Monitor/review/analyze field service data and find any insight to improve.
• Review/analyze TS RA data, find the root-cause and provide improvement to reduce TS RA.
• Review/test/feedback/improve various advanced technical solution methods.
• Update/share Checklist status for Refrigerator, Washer and Dryer.
• Manage DIY (Do-It-Yourself) operation and expand the program.
• Monitor potential quality issues and historical call data.
• Monitor employees' work levels, review work performance, provide consistent feedback to employee Supervisor for call improvement.
• Review technical contents to improve
• Resolve issues and provide timely resolution for internal and external operations.
• Review and Participate in TCC case studies to find failure points.
• Overall process review and improvement: Current process review and modify to improve, new process setup needed.
• Review/analyze TCC operation performance to make more efficient operation.
• Conduct regular meetings with leadership to communicate individual goals and team objectives.
• Handle concerns, complaints and inquiries about TCC performance.
• Drive the development of superior service support and high-performance goals for each TCC agent.
• Data analysis: field service data, TCC Counselling data, call data and any other data analysis for correctness, accuracy, validation, providing analysis data, finding root cause or improvement.
• Communication with factory and factory support
• Any other duty assigned by the manager

Education / Experience (Requirements):

• Bachelor's degree in Statistics, Business Management, or a related field preferred.
• Associate degree in Applied Science related to Electrical, Mechanical, HVAC, Electronics, or a similar technical field preferred.
• Proficiency with internet-based tools and Microsoft Office applications, including Outlook, Excel, PowerPoint, Word, and database management systems.
• Strong analytical and creative problem-solving skills, with the ability to identify unique approaches to data analysis.
• Ability to learn quickly, adapt to changing priorities, and work effectively in a fast-paced environment.
• Ability to work independently with minimal supervision while managing multiple tasks and deadlines.
• Strong verbal and written communication skills.
• Ability to travel as required.
• Bilingual proficiency in English and Korean preferred to support communication with HQ.

Recruiting Range

$55,000-$60,000 USD

Benefits Offered Full-Time Employees:

• No-cost employee premiums for you and your eligible dependents for competitive medical, dental, vision and prescription benefits.
• Auto enrollment with immediate vesting of competitive company matching contributions in a 401(k) Retirement Savings Plan with several investmentoptions.
• Generous Paid Time Off program that includes company holidays and a combined bank of paid sick and vacation time.
• Performance based Short-Term Incentives (varies by role).
• Access to confidential mental health resources to help you and your loved ones improve your quality of life. Personal fitness goal incentives.
• Family orientated benefits such as paid parental leave and support for families raising children with learning, social, behavioral challenges, or developmental disabilities.
• Group Rate Life and Disability Insurance.

Benefits Offered Temporary/Contractors:

• Eligible for the relevant benefit programs offered through our partner agencies.

Privacy Notice to California Applicants

Applicants who need assistance or a reasonable accommodation during the hiring process may contact our team by phone at: 973-477-7090 [e-mail]. This email and phone number will only reply to accommodation requests and is not intended for general employment inquiries.

All qualified applicants will be considered for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.

In addition to the above, LG believes that pay transparency is a key part of diversity, equity, and inclusion. Our salary ranges take into account many factors in making compensation decisions including but not limited to skillset, experience, licensure, certifications, internal equity, and other business needs. While we consider geographic pay differentials in final offers, because we operate in many geographies where applicable, the salary range listed may not reflect all geographic differentials applied.