Service Manager

About LG Electronics

Step into the innovative world of LG Electronics. As a global leader in technology, LG Electronics is dedicated to creating innovative solutions for a better life. Our brand promise, Life's Good, embodies our commitment to ensuring a happier, better life for all.

With a rich history spanning over six decades and a global presence of more than 100 subsidiaries, we operate on a truly global scale. Since our establishment in 1958, our dedication to enhancing lives worldwide through innovative products has remained unwavering. Our business domains include Home Appliance & Air Solution, Home Entertainment, Vehicle Components Solutions, and Business Solutions.

Our management philosophy, Jeong-do Management, embodies our commitment to high ethical standards and transparent operations. Grounded in the principles of Customer-Value Creation and People-Oriented Management, these values shape our corporate culture, fostering creativity, diversity, and integrity. At LG, we believe in the power of collective wisdom, fostering a collaborative work environment.

Join us and become a part of a company that is not just about creating solutions for a better life, because at LG, Life's Good.

About the job

Lead and optimize LG Electronics Thailand's service network operations, including authorized service centers, service partners, and field service teams across Thailand and nearby countries (Myanmar and Laos). Focus on service quality, operational efficiency, KPI management, and customer satisfaction.

Role & Responsibilities:

• Manage Service Network Operations

Oversee the nationwide service network, including authorized service centers, service partners, and field service operations. Ensure service coverage, operational efficiency, and consistent service quality across all regions in Thailand and neighborhood countries (Myanma, Laos)

• Standardize Service Processes Across the Network

Define and implement standardized processes for service reception, repair diagnosis, parts ordering, field dispatch, repair completion, customer follow-up, escalation handling, and claim processing. Monitor adherence to standard procedures and drive corrective actions when gaps are identified.

• Manage Service Center Relocation and Network Optimization

Plan and manage service center relocation, consolidation, or restructuring when required to improve customer accessibility, service coverage, operational efficiency, or cost effectiveness. Coordinate with internal teams and service partners to minimize service disruption during relocation.

• Monitor and Improve Service KPIs

Manage key service performance indicators such as turnaround time, Net Promote Score(NPS), repeat repair rate and Long Pending. Analyze performance gaps and implement improvement actions.

• Manage Direct Service Center(DSC) and Authorized Service Centers (ASC)

Evaluate Direct service centers and ASC performance, service quality, customer handling, and compliance with LG standards. Develop improvement plans for underperforming DSCs and ASCs and support capability enhancement.

• Improve Customer Satisfaction

Analyze NPS, customer VOC, repeat repair cases, and service quality issues. Work with internal teams and service centers to improve customer experience and reduce service-related complaints.

• Conduct Service Center Audits and Compliance Checks

Conduct regular audits or operational reviews of authorized service centers and service partners to ensure compliance with LG service standards, manuals, operating procedures, customer service guidelines, safety requirements, and reporting standards.

• Prepare Reports and Performance Analysis

Prepare regular service performance reports, analyze service data, identify risks and improvement opportunities, and report key findings to management.

Requirements:

• Bachelor's degree or above in business administration, Engineering, or a related field.
• Minimum 10 years of experience in service operations, field service management, after-sales service, or service network management in same industry
• Experience in managing authorized service centers, third-party service providers, service partners, or field service teams.
• Strong understanding of service KPIs such as turnaround time, first-time fix rate, repeat repair rate, SLA compliance, customer satisfaction, and service cost.
• Experience in customer complaint handling, VOC analysis, service quality improvement, and process improvement.
• Ability to manage service performance based on data analysis and operational insights.
• Strong partner management, communication, negotiation, and problem-solving skills.
• Good understanding of the Thailand service market and regional service operation environment.
• Proficiency in Thai and English for business communication.
• Proficiency in MS Office, especially Excel and PowerPoint. Experience with CRM, SAP, or field service management systems is preferred.

Why Join LG Electronics

• Work with a global leader in technology and innovation.
• Be part of a company dedicated to creating a better life through innovation.

Life's Good. Join LG Electronics and make an impact with us.