| Location | Huntsville, AL |
HIGHLIGHTSOn-SiteFull-TimeParts LOCATIONHuntsville ALStep 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 Lifes 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 offerA 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 youre 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. Thats why we deliver sure rewards for exceptional performance and offer industry-leading benefits. Come join the teamThe OpportunityThe Technical Call Center TCC Manager is responsible for leading technical support operations and ensuring field technicians and internal support teams have the information and guidance needed to successfully repair LG appliances. This role requires strong technical product knowledge effective leadership skills and the ability to communicate clearly with internal teams external partners and factory personnel.The TCC Manager will oversee daily call center operations manage TCC agents provide technical support to field technicians review return authorizations and respond to escalated technical inquiries. This position plays a key role in ensuring accurate technical information is shared with the appropriate parties to support timely repairs service quality and customer satisfaction.ResponsibilitiesReview RA Return Authorization cases in detail daily approve or reject and share the daily RA cases 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 the emails to the related team.Manage TCC agents timestamp PTO Paid Time Off work shift schedule including Saturday and evaluate TCC agents performance.Arrange the training plan and service riding plan for TCC agents.Set up a weekly meeting with all TCC agents and communicate or share announcement the technical information new service bulletin any quality issues and TCC policy or process changes with all TCC agents.Review research and respond to all escalated questions from TCC agents ASMs VOC team and everyone else in daily.Analyze TCC operation and performance find out any issue and improve TCC operation process performance and agents skill.Assist external departments andor factory personnel to identify report and resolve product repairquality operational or maintenance related issues.Maintain exceptional knowledge for assigned products technology as well as industry standards and practices.Provide weekly and monthly reports as required.Other duties as assigned by team leader or top managementEducation Experience RequirementsMinimum of associates 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.Minimum of 10 years working experience in consumer electronics andor appliance fields.High level of mechanical and electrical conceptsHigh level of laundry and cooking appliance repair conceptsHigh level of refrigeration operation and theoryTechnical knowledge of sealed system repairTravel less than 10Recruiting Range107000-120000 USDBenefits Offered Full-Time EmployeesNo-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 401k 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 TemporaryContractors Eligible for the relevant benefit programs offered through our partner agencies.Privacy Notice to California ApplicantsApplicants who need assistance or a reasonable accommodation during the hiring process may contact our team by phone at 973-477-7090 orsupportlg4me.freshdesk.com. 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.