Field Services Operations Support Manager

Field Services Operations Support Manager

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.

Job Summary:

Join LG’s dynamic product repair organization as a Field Services Operations Support Manager
, where you’ll drive excellence in operational support for our field service network. In this full-time onsite role based in Huntsville, AL, you’ll lead and streamline support functions that keep our factory technicians and authorized service partners running smoothly, ensuring efficient service delivery and an outstanding customer experience across all touchpoints.

Candidates must be legally authorized to work in the United States; visa sponsorship is not available for this position.

Responsibilities:

Field Services (FS) Operations Support

• Lead and mentor a team of 50 helpdesk agents who support field technicians and authorized service centers in repairing LG appliances and electronics.
• Monitor performance metrics and support trends to identify opportunities for improvement and enhance overall field service efficiency.
• Manage 2–3 team members responsible for system management, network communications, and service center locator operations.
• Oversee real-time case management, including tracking repair progress, adjusting technician schedules, transferring calls, and resolving field service issues to ensure customer satisfaction.
• Develop and present executive-level reports summarizing operational performance, key insights, and strategic recommendations.

Operational Process Optimization

• Evaluate existing workflows to identify inefficiencies and implement data-driven solutions that improve productivity and service quality.
• Use data analysis to translate complex information into actionable strategies that reduce repair turnaround time, optimize costs, and elevate customer satisfaction.
• Lead cross-functional process improvement initiatives from planning through execution, ensuring measurable and sustainable results.

Qualifications /

Education / Experience:

• Bachelor’s degree in business administration or a related field.
• Minimum of 5 years of experience in operations or project management; experience within the appliance repair or related service industries is a plus.
• Proven ability to lead and develop a diverse team with varying levels of experience and areas of focus.
• Strong analytical and data-driven mindset, with hands‑on experience creating operational dashboards and performance reports.
• Bilingual proficiency in English and Korean strongly preferred.

$100,000 — $113,000 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 investment options.
• 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…