Technical Solutions Analyst

Technical Solutions Analyst

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.

LG Electronics is seeking a Technical Solutions Analyst to work in our Technical Solutions team. The person in this role will be responsible for reviewing/analyzing/improving various field service data and technical solutions data of LGEAI operation including overall process control, work performance, monitoring technical service, contents and inbound call statistics, handling escalated service cases, data analysis and validation, reporting, cost analysis, and coordinating/resolving of any issues with the related departments. Various tasks will also be involved for process improvement, new pilot test, and supporting other LGEAI departments.

Qualifications:

• Monitor/review/analyze field service data and find any insight to improve.
• Review/analyze TS RA data, find the root-cause and provide improvement to reduce TS RA.
• Review/test/feedback/improve various technical solution methods.
• Monitor potential quality issues and historical call data.
• Monitor employees' work levels, review work performance, provide consistent feedback to employee Supervisor for call improvement.
• Review technical contents to improve
• Resolve issues and provide timely resolution for internal and external operations.
• Review and Participate in TCC case studies to find failure points.
• Overall process review and improvement: Current process review and modify to improve, new process setup needed.
• Review/analyze TCC operation performance to make more efficient operation.
• Conduct regular meetings with leadership to communicate individual goals and team objectives.
• Handle concerns, complaints and inquires about TCC performance.
• Drive the development of superior service support and high performance goals for each TCC agent.
• Data analysis: field service data, TCC Counselling data, call data and any other data analysis for correctness, accuracy, validation, providing analysis data, finding root cause or improvement.
• Communication with factory and factory support
• Any other duty assigned by manager

Education / Experience:

• Bachelor's degree in statistics or business management
• Associate Degree in Applied Science related to the Electrical, Mechanical, HVAC, Electronics fields preferred
• Proficiency with the Internet, Microsoft Internet Explorer and Microsoft Office – Outlook, Excel, Power Point, Word and database management
• High creativity for finding unique ways to analyze data
• Ability to learn quickly and adapt to changes
• Ability to work without supervision and multi-task in a fast-paced environment
• Strong communication skills
• Travel may be required.
• Bilingual Korean/English a plus

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 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 Temporary/Contractors:

• Eligible for the relevant benefit programs offered through our partner agencies.