Field Service Planning Manager

What we can offer: 

A crafted employee experience designed to foster professional growth, a focus on health & well-being and an internal community that will set you up for success. 

We offer an environment that enables colleagues to demonstrate their capabilities, focus on their work and create value.  At LG, you're encouraged to take a creative and individual approach to challenges with strong emphasis placed on performance and skill—and equal, merit-based opportunities across the board.  We want our colleagues to grow with our global business.  That's why we deliver sure rewards for exceptional performance and offer industry-leading benefits.  Come join the team! 

 The Opportunity:

When an LG refrigerator, washer or range breaks down in a customer's home, LG Electronics' Service organization makes sure it gets fixed. We're looking for a Field Service Planning Manager to lead the team that plans how that service runs: where we place technicians and partner repair shops, how we measure performance, and what we invest in next.

You'll set the team's direction, lead a group of analysts, and turn their work into plans that leadership approves. For example: should we hire more LG technicians in a fast-growing region, or rely on partner repair shops there? How should we reward partners who fix things quickly and right the first time? You'll frame the question, guide the analysis, make the recommendation and see it through.

The ideal candidate has led planning or analytics teams, is as comfortable reviewing a spreadsheet as presenting to executives and can turn a messy business question into a clear plan.

Responsibilities:

You'll lead the team, own the numbers Field Service runs on, and turn analysis into decisions. Here are examples of what that looks like:

• Lead and grow a team of analysts. Set priorities, assign projects and coach analysts to build their SQL, forecasting and presentation skills. Review their work, including AI-assisted analysis, so every number is checked and its logic can be explained before it reaches leadership.
• Set the team's strategy. Decide which problems the team tackles each year and turn them into projects with owners, timelines and measurable goals.
• Own the scorecard. Define the key numbers we run Field Service by, such as how long a repair takes, how often it's fixed on the first visit, how many requests are still waiting, and customer satisfaction. Make sure everyone calculates them the same way, and keep dashboards and reports that show them weekly and monthly.
• Turn data into better customer experiences. Combine repair records, call center data, customer surveys and comments, web data and sales data to find what frustrates customers, then recommend and track fixes.
• Plan the service network. Make sure every area we serve has an LG technician or partner repair shop that can reach customers in time. Use demand forecasts, technician availability and partner performance to decide where to add capacity, hire, or bring on new partners.
• Reduce refunds and replacements. Oversee cases where a product can't be repaired in time and is refunded or exchanged instead. Find the root causes and improve the process.
• Plan the year and the budget. Lead Field Service's annual operating plan and budget and track results against them.
• Brief leadership. Prepare business reviews and executive presentations, including monthly reports to LG headquarters in Korea. Summarize open issues and escalate them to the right teams and leaders.
• Improve how work gets done. Standardize processes and reports, document best practices, and replace manual reporting with automated and AI-assisted tools.
• Study the market. Benchmark competitors' service models and run SWOT analyses to find where LG can lead, for example how competitors schedule repair appointments.

Education / Experience (Requirements):

• Bachelor's degree in business or a related field
• 4+ years of experience in strategic planning, business analytics or operations planning
• Experience leading a team or mentoring analysts, including setting priorities and reviewing their work
• Advanced Excel and PowerPoint skills, including building planning and budget models
• Hands-on experience with data analytics tools such as SQL and dashboards (Tableau, Power BI or Looker Studio), enough to guide analysts and check their work
• Sound judgment with AI-assisted