Overview

We are looking for a skilled engineer with field repair experience to join us as the Technical Support Engineer (Field Based) for all Home Entertainment products. LGEUK is an ever growing company in the market place; as such the ability to manage change in line with this growth is the key to its future success, through continuous development in customer service offering. LGEUK service relies heavily upon a small number of product specific service providers who carry out a high percentage of the total repair volume. The management of these repairers is critical, with regular reporting or KPI management required. Some areas of the service dept can interface with repairers and this can lead to confusion on both parts regarding the correct contact points for any specific issues. As LGEUK grows within the market there will be an increasing need to optimise its current repair network, bringing with it the need for reliable controlled evaluation of prospective new companies. Working with the Service Network Manager, Customer Service Operation Team Leader and Customer Service Director, part of your remit will be ensuring that our customers receive continued high level quality service. The position is based at our Weybridge Head Office with travel required to our warehouse in Milton Keynes. Additional travel will be required a few times a year to the European Service Academy (EU training centre is in Holland), the European TV manufacturing plant in Poland and to our training academy in Korea every 2 years.

Responsibilities

• Act as the main contact point between the major Authorised repair Companies (ASCs) and LGEUK
• Monitor, report and influence the performance of ASCs
• Develop the repair network as required
• Develop existing KPI reporting from ASCs
• Ensure ASCs perform against contracts and agreed KPIs
• Understand and react to service scorecard results
• Be proactive and look for opportunities to improve
• Identify and bring new ASCs on line as required by the business
• Act as a single point of contact for the ASC network
• Review and rationalise small repairers
• Liaise and work with WIP team colleagues daily to facilitate quick, efficient job management
• Support other service members with activities like job management, conference calls, and knowledge sharing when required
• Some technical understanding and ability is desirable; the role should not require physical repair work
• Travel to all areas of the UK should be expected; the candidate must hold a relatively clean driving license and be flexible in working hours and patterns

Qualifications

• Skilled Engineer with over 5 years of experience
• Good depth of knowledge of consumer electronics goods markets
• Familiar with Excel and Microsoft Office
• Understand and analyse service data such as RTAT
• Flexible and logical approach to work; strongly self-motivated
• Comfortable with change as LGEUK service is an ever changing environment
• Ability to negotiate at different levels
• Customer focused
• Contract management
• Driving licence is essential

Travel and Location

The role is based at Weybridge Head Office with travel to the Milton Keynes warehouse and occasional travel to the European Service Academy, the European TV plant in Poland, and the training academy in Korea (every 2 years).

Benefits

• 9% Pension Contribution
• Private Healthcare for Employee & Family
• 25 Days' Annual Leave (+ Public Holidays)
• Staff Discount
• Subsidised Cafeteria