OverviewWe 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.ResponsibilitiesAct as the main contact point between the major Authorised repair Companies (ASCs) and LGEUKMonitor, report and influence the performance of ASCsDevelop the repair network as requiredDevelop existing KPI reporting from ASCsEnsure ASCs perform against contracts and agreed KPIsUnderstand and react to service scorecard resultsBe proactive and look for opportunities to improveIdentify and bring new ASCs on line as required by the businessAct as a single point of contact for the ASC networkReview and rationalise small repairersLiaise and work with WIP team colleagues daily to facilitate quick, efficient job managementSupport other service members with activities like job management, conference calls, and knowledge sharing when requiredSome technical understanding and ability is desirable; the role should not require physical repair workTravel 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 patternsQualificationsSkilled Engineer with over 5 years of experienceGood depth of knowledge of consumer electronics goods marketsFamiliar with Excel and Microsoft OfficeUnderstand and analyse service data such as RTATFlexible and logical approach to work; strongly self-motivatedComfortable with change as LGEUK service is an ever changing environmentAbility to negotiate at different levelsCustomer focusedContract managementDriving licence is essentialTravel and LocationThe 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).Benefits9% Pension ContributionPrivate Healthcare for Employee & Family25 Days' Annual Leave (+ Public Holidays)Staff DiscountSubsidised Cafeteria #J-18808-Ljbffr