Area Service Manager (Field Service)

TL;DR

Area Service Manager (Field Service): Managing and supervising the day-to-day service activities of LG Factory Service Technicians and Authorized Service Centers in the Northeast region with an accent on operational support and customer experience. Focus on performance management, case load optimization, and driving continuous improvement in repair quality and safety.

Location: Must provide coverage in the New York, New Jersey, and Pennsylvania metro areas

Salary: $100,000 - $107,000 USD

Company

Global leader in technology providing innovative solutions for Home Appliance, Media Entertainment, and Vehicle Solutions.

What you will do

• Manage daily service activities of Factory Service Technicians (DMST) and Authorized Service Centers (ASC).
• Supervise technician performance regarding case management, safety, and repair quality.
• Develop technician development plans based on qualitative and quantitative performance indexes.
• Act as the single point of contact for service issues and manage escalations within the coverage area.
• Analyze performance data to set account goals and drive continuous improvement.
• Conduct field riding activities to ensure adherence to safety and departmental procedures.

Requirements

• Bachelor’s degree in a business-related field or equivalent experience.
• Minimum 5 years of supervisory experience in a customer or field service organization.
• Minimum 5 years of account management experience, preferably in field service.
• Ability to travel up to 40% within the assigned markets.
• Proficiency in MS Office (Excel, Word, PowerPoint).
• Ability to set clear expectations and deliver performance feedback.

Culture & Benefits

• Comprehensive medical, dental, vision, and prescription benefits with no-cost employee premiums.
• 401(k) Retirement Savings Plan with immediate vesting and company matching.
• Generous Paid Time Off (PTO) including holidays, sick leave, and vacation.
• Performance-based Short-Term Incentives.
• Paid parental leave and support for families with developmental challenges.
• Access to mental health resources and personal fitness incentives.