HVAC Tech Support Specialist

LG Electronics - Farmers Branch, TX

Full-time

Farmers Branch, TX

Electrical Equipment, Appliance, and Component Manufacturing

About the position

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 & Air Solution, Home Entertainment, Vehicle Components Solutions, and Business 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.

Responsibilities

• Provide first contact via phone and email fielding sales support requests from contractors, end users, Applied Rep partners, Manufacturer's rep partners, MVP rep partners and LGEUS sales staff.
• Provide pre-sales and post-sales phone and email support through the LG Legacy and MVP hotlines, including pre-installation support, installation support, commissioning support and aftermarket support.
• Manage Sales opportunities from conception to sale by providing all required information, engineering data, design assistance, and equipment selection to drive higher sales closing rates.
• Manage incoming cases to include full post sales technical support driving issue from report to resolution, improving the customer Post-Sales experience.
• Provide prompt and courteous response to calls coming into the LG Aftermarket Support Center.
• Provide pre and post sales technical support via telephone, web and email.
• Provide information such as submittal drawings, wiring diagrams, capacity tables, piping recommendations, or other information as published in LG equipment literature.
• Interpret Installation and Operations manuals.
• Interpret Engineering manuals.
• Assist with submittal assistance.
• Interpret Service and Operations manuals.
• Assist callers with application and troubleshooting of Multi V and DFS equipment.
• Interpret LGMV data.
• Log all calls in CRM to track information by customer, model number, and project.
• Escalate case to field personnel as required.
• Follow up on customer inquiries to ensure job completion and job satisfaction.
• Update technical knowledge database as time allows.
• Train/assist Jr. Technical Specialists.
• Perform other related job duties as assigned.

Requirements

• Associates Degree required; Bachelor's degree preferred.
• Minimum 7 years' experience in the HVAC field or in a technical support role.
• Excellent communication skills and interpersonal skills to interact effectively with diverse client group.
• Ability to troubleshoot in depth service issues via phone.
• Ability to read, analyze and interpret technical business periodicals, professional journals and technical procedures.
• Ability to write reports and business correspondence.
• Ability to read and edit technical drawings/prints.
• Ability to effectively present information and respond to questions from management, clients and customers.
• Ability to work in a technically dominated environment: engineering, contracting and construction.
• Ability to absorb and commit technical information to knowledge quickly.
• Ability to anticipate and solve practical problems and resolve issues.
• Self-starter with the ability to work both independently and within a team.
• Ability to effectively communicate ideas and properly describe problems and solutions.
• Ability to effectively handle multiple tasks.
• Well-developed planning, organization, analytical, and decision-making skills.
• Proficient computer skills, such as Excel and PowerPoint.
• Ability to produce clear, timely and concise documentation and have well-developed problem-solving skills.
• Required regularly to sit, talk, and listen.
• Required to stand, walk, use hands to pick up, handle or feel and reach with arms.
• Ability to read and analyze written information on a computer terminal. Close vision and the ability to adjust focus are necessary.
• Must be able to travel on business occasionally or work beyond normal work hours as necessary.
• Must be able to lift boxes and/or equipment of up to 30 pounds.

Benefits

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