Field Service Planning Manager

About the role

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 life for all. We have a rich history spanning over six decades and a global presence in over 290 locations.

Our diverse portfolio includes Home Appliance Solutions, Media Entertainment Solutions, Vehicle Solutions, and Eco 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 through an inclusive work environment. Join us and become a part of a company that is shaping the future of technology. At LG, we strive to make Life Good for Everyone.

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 analysis: you verify AI-generated results and can explain the logic and assumptions behind them
• Ability to explain complex topics simply to executives, in writing and in person

Preferred Qualifications

• Korean-English bilingual: this role communicates regularly with LG headquarters in Korea
• Experience in field service, after-sales service, logistics or other multi-site operations
• Experience with demand forecasting, capacity planning or service network design
• Experience designing incentive or performance programs for employees or partners
• Familiarity with SQL, cloud data platforms such as Google Cloud (BigQuery), or generative AI tools for analytics and automation

• #LI-TF1
• Recruiting Range $100,000 - $113,000 USD

Benefits Offered Full-Time Employees

• No-cost employee premiums for you and your eligible dependents for competitive medical, dental, vision and prescription benefits.
• Auto enrollment with immediate vesting of competitive company matching contributions in a 401(k) Retirement Savings Plan with several investment options.
• Generous Paid Time Off program that includes company holidays and a combined bank of paid sick and vacation time.
• Performance based Short-Term Incentives (varies by role).
• Access to confidential mental health resources to help you and your loved ones improve your quality of life. Personal fitness goal incentives.
• Family orientated benefits such as paid parental leave and support for families raising children with learning, social, behavioral challenges, or developmental disabilities.
• Group Rate Life and Disability Insurance.

Benefits Offered Temporary/Contractors

• Eligible for the relevant benefit programs offered through our partner agencies.