Technical Solutions Analyst

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. 

 We offer an environment that enables colleagues to demonstrate their capabilities, focus on their work and create value.  At LG, you're encouraged to take a creative and individual approach to challenges with strong emphasis placed on performance and skill—and equal, merit-based opportunities across the board.  We want our colleagues to grow with our global business.  That's why we deliver sure rewards for exceptional performance and offer industry-leading benefits.  Come join the team! 

 The Opportunity:

LG Electronics is seeking a Technical Solutions Analyst to join our Technical Solutions team. This role will be responsible for reviewing, analyzing, and improving field service and technical solutions data across LGEAI operations.

Key responsibilities include supporting overall process control, monitoring work performance, analyzing technical service content and inbound call statistics, handling escalated service cases, validating data, preparing reports, conducting cost analysis, and coordinating with related departments to resolve issues.

The Technical Solutions Analyst will also support process improvement initiatives, participate in new pilot tests, and assist other LGEAI departments as needed.

Responsibilities:

• 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 advanced technical solution methods.
• Update/share Checklist status for Refrigerator, Washer and Dryer.
• Manage DIY (Do-It-Yourself) operation and expand the program.
• 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 inquiries 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 the manager

Education / Experience (Requirements):

• Bachelor’s degree in Statistics, Business Management, or a related field preferred.
• Associate degree in Applied Science related to Electrical, Mechanical, HVAC, Electronics, or a similar technical field preferred.
• Proficiency with internet-based tools and Microsoft Office applications, including Outlook, Excel, PowerPoint, Word, and database management systems.
• Strong analytical and creative problem-solving skills, with the ability to identify unique approaches to data analysis.
• Ability to learn quickly, adapt to changing priorities, and work effectively in a fast-paced environment.
• Ability to work independently with minimal supervision while managing multiple tasks and deadlines.
• Strong verbal and written communication skills.
• Ability to travel as required.
• Bilingual proficiency in English and Korean preferred to support communication with HQ.

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