LGE Canada

Field Service Representative

CA-ON-Toronto
3 weeks ago
Job ID
2017-1544
# Positions
1
Category
Service

Overview

The position of a Home Appliances Field Service Representative (HA FSR) is to guide and support our Service network partners in achieving the best possible service to our LG customers. These tasks would include Service network management, Service Performance management, guideline and policies enforcement, Sales support in the field as well as approval authorizations. Ideal candidate would be proficient in MS office (Excel and PPT) and have stellar data analysis skills.

Responsibilities

Service Coverage Management:

  • To maintain currently service coverage and also recruit new service partners to cover new and existing marketplaces.
  • To be a liaison or business partner between the ASC/D and LG Electronics.

Network Performance Management:

  • To monitor and make adjustments to the service network based on performance levels and territory coverage.
  • To share best practices to improve overall network performance.
  • 2017 Key Performance Index (Repair Turn Around Time - 5 days, Long Term Repair Turn Around Time - 5.4, Network Promoter Score - 55%, Pending Calls Management 90%, First Repair First Time 80%))

Service Cost Management:

  • To actively engage in exception management of ASCs with identified high costs of business.
  • 2017 Key Performance Index – 3.4% cost rate, Reclaim 7.5%

Enforcing Guidelines and Policies:

  • To strictly enforce all LG guidelines and policies so that LG interested are addressed.
  • Performing field audits and business meetings with owner principals.

Sales Support:

  • To offer solution to sales reps within their territories with service issues arise.

Approvals and Authorizations:

  • To provide authorization to all special request, examples Mileage, Replacement Authorizations, etc.

 

 

 

Qualifications

  • University degree is preferred or the equivalent work experience

  • Home Appliances, Microsoft Office Application
  • Public speaking, ability to meet tight deadlines in fast paced environment

 

 

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