Technical Call Center Manager
Core
Lead technical support operations for LG appliances, ensuring field technicians and internal teams have the guidance needed for successful repairs.
Role type
Senior Technical Call Center Manager
Builds
Accurate technical information flow for timely appliance repairs and service quality
Domain
Consumer electronics / Home appliances
Deliverable
client delivery
Required skills
Technical product knowledge, leadership, mechanical and electrical concepts, laundry and cooking appliance repair concepts, refrigeration operation theory, sealed system repair knowledge, PC proficiency
Preferred skills
Experience in consumer electronics and/or appliance fields
Technologies
MS Office
Responsibilities
Review and approve/reject Return Authorization (RA) and Panel Authorization (PA) cases daily; manage TCC agent schedules, PTO, and performance evaluations; arrange training and service riding plans; communicate technical updates, service bulletins, and policy changes to agents; research and respond to escalated technical inquiries; analyze TCC operations to improve processes and agent skills; assist external departments and factory personnel in resolving product repair and quality issues; maintain exceptional knowledge of assigned products and industry standards.
Seniority
Senior, hands-on IC
