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B2b Field Service Representative

2 weeks ago

Remote, Canada LG Electronics Canada Full time

Manage B2B Accounts on a national level and ensure repairs are completed within specified KPI’s. The B2B Field Service Representative would be supporting our service centres on our Digital Signage & IT products (Laptops, Projectors, Monitors, etc.) including software and network related issues.

**PRINCIPAL RESPONSIBILITIES**:
**Authorized Service Center/ Account Management**:

- Manage Key performance index of service network
- Documents quality issues and escalate quality issues to QC team
- Work with sales team to manage, root cause and provide corrective actions on service escalations
- Work with offshore help desk team for training and support
- To strictly enforce all LG guidelines and policies so that LG interests are addressed.
- Performing field audits and business meetings with owner principals.
- To provide authorization to all special request, examples Mileage, Replacement Authorizations, etc.

**Parts Coordination**:

- Coordinate with Parts Department and LG ASCs to solve parts discrepancies, mismatch with products, and parts planning

**Support**:

- Technical support to Authorized service centres
- Support Service Centres on Administrative level (review request approvals)
- Support to Sales Team
- To offer solution to sales reps within their territories with service issues arise.
- Provide assistance to the B2B/IT RSMs in regards to all B2B/IT service related issues
- Responded to technical service questions and concerns raised from Regional Sales Managers, LG Authorized Service Centres, and Customer Information Centre (CIC), with service information and to Review and analyze invoices from customers to ensure accuracy prior to submission
- Manage VIP customers on day to day basis and also onsite visit when required.
- New Product Introduction (NPI) Management
- Effectively assist on obtaining information on new products and working with the trainer and parts team to ensure readiness when launched

**KNOWLEDGE, SKILLS AND ABILITIES**:

- 3-5 years of experience in service support for Digital Signage or IT products (Laptops, Projectors, Monitors, etc.)
- Public speaking, ability to meet tight deadlines in hectic environment, Analytics
- An Electronics Engineering background is highly desirable
- Good communication skills
- Analytical and with sound planning ability
- Software industry experience
- A+ & N+ certification (experience will be considered)
- MS Office Application with high proficiency in Excel and PowerPoint
- Bi-Lingual (French and English) is a nice-to-have

**Note**: This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.

The organization offers an attractive compensation package that encompasses a competitive salary and excellent benefits.

**Conditions of Employment**:
**Equal Opportunity Employer**: