Job Description

The Field Services Operations Support Supervisor will lead and optimize the operational support functions for field service activities within the LG product repair business. This role ensures seamless support for LG factory technicians and authorized service center partners, manages helpdesk and escalation support, and drives automation initiatives to enhance operational efficiency and customer satisfaction.

Responsibilities

• Supervise helpdesk ticket support and chat channels
• Lead escalation support for Out-Of-Area Force book requests
• Monitor and analyze agent productivity
• Implement AI-driven automation
• Build and maintain operational dashboards
• Streamline processes
• Review Extra Mileage and Labor Authorization operations
• Collaborate with FS Operations Locator Analyst
• Supervise order processing agents for repair orders
• Monitor technician compliance and part courier inventory

Requirements

• Bachelor's degree in Business, Operations, Computer Science, or equivalent experience
• Experience with coding language such as Python preferred
• Strong problem-solving and leadership skills
• Project management experience
• Ability to work in a fast-paced environment
• Experience managing a diverse team
• Excellent communication skills
• Proficiency with helpdesk systems and process automation solutions
• Data-driven mindset
• Minimum 2 years’ experience in Microsoft Office Suite
• Travel less than 25%

Benefits

• No benefits