In this role as Manager of Commercial A/C, you will focus on managing multiple teams within the LG Electronics that receives communications from customers for the specific commercial A/C product group. Primary responsibilities include development and implementation of policies and procedures, working with external sources such as related Sales Divisions, major customers, and others, and overseeing help desk agents and field engineers. Ensures quotas for customer satisfaction, service volume, and timeliness are met.

Serves Corporate, Major Accounts, Dealer, Service Center and Consumer needs by:

• Developing and maintaining a network of Commercial A/C Authorized Service Centers.
• Expediting specific service for commercial dealers even if it requires personal intervention.
• Supplying product acceptance, performance, and reliability feedback to internal divisions.
• Giving possible technical support to Commercial products Dealers and Service Centers.
• Implementing corporate policies at Commercial Products Dealers, Service Centers and Parts Distributors.
• Resolving Commercial Products Dealer, Service Center and consumer complaints.
• Controlling warranty costs.

Develop and maintain goodwill and a cooperative support relationship with Commercial Dealers and Service Centers in assigned territory to accomplish LG corporate objectives in many areas (Sales, Service, Consumer Relations, etc.)

Must establish rapport and obtain desired results with respect to corporate policies, programs and directives; often under defensive conditions such as product deficiencies, product and parts backorder situations, consumer dissatisfaction, etc.

Maintain a regular input of product feedback to keep Engineering, Quality control, Manufacturing and Safety groups aware of product acceptance, performance and reliability in the field

Guides and directs Commercial Authorized Service Centers in all warranty matters to control, minimize and reduce warranty exposure and expenditures.

Provide advice and service in the resolution of consumer complaints to maintain product image of quality and concern for the consumer.

Interface with representatives of other divisions to provide special support functions in the field.

Establish, develop, and implement departmental goals, objectives, policies, and procedures in conjunction with upper management  

Manage activities to achieve department objectives

Review performance data to measure productivity and goal achievement while staying within limits

Interview, hire, and train new employees, or oversee those Human Resource processes

Monitor employees' work levels, review work performance, and coach for improvement.

Evaluate employee’s job performance and conformance to regulations, and take appropriate personnel action.

Oversee planning, preparation, and revision of work schedules according to customer needs, workloads, and statistical forecasts

Directs, manages and provides leadership to separate help desk and field engineer teams

Works with executive management to develop, direct and drive key business strategies that provide the highest level of improvement to business processes and customer service delivery.

Able to travel frequently

Other duties as assigned

PC knowledge such as Windows, MS Office, etc.

Excellent communication skills both written and verbal.

Minimum of 5 years working experience in consumer / commercial air conditioning and/or appliance repair.

Willingness to work days and evenings over and above a normal 40 hour work week and to travel throughout the year at an 30% plus level.

Self-motivating and able to accomplish work objectives and motivate team to follow suit

Mature and levelheaded to remain objective and enthusiastic while constantly exposed to negatives.

Able to develop training materials and programs to suit the needs of the individual audiences.

Able to present programs in a variety of formats.

Able to speak to large or small groups of technically orientated individuals

Leadership and team building skills.

People management and development skills.

Expert understanding of business and business needs.

Interpersonal and communication skills.

Bachelors Degree in Business, Finance, Management or equivalent (Masters preferred)