Field Service Representative

The position of a Field Service Representative (FSR) is to guide, support, and train our Electric Vehicle (EV) Charger Authorized Service Centres in providing the best possible service to our LG customers.  The FSR will also be responsible for investigation and reporting of all Quality issues.

Key Tasks include managing Authorized Service Centres adherence to policies and approvals. New Service Centre recruitment and increasing capacity from existing Authorized Service Centres are key facets of this role.  The successful candidate will also be responsible for training of the Authorized Service Network in technical and administrative functions and providing technical support related to EV Chargers.

Ideal candidates must be proficient in MS Office, be a strong negotiator and have excellent analytical skills. They also must be able to meet tight deadlines and work in fast paced environment.  They should also have a strong electronics/electrical EV charger troubleshooting repair background.

PRINCIPAL RESPONSIBILITIES:
Service Coverage Management:

• To maintain current service coverage with our Authorized Service Centres and recruit new Service Centres to support our standards of service. 
• To be a liaison between the Authorized Service Centres and the LG Service Department. 

Prepare regular updates to leadership on network status Network Performance Management:

• To monitor and make adjustments to the Field Service Network based on performance levels and territory coverage.
• To share best practices to improve overall network performance.

Training, Technical support, and Quality Control

• Design and maintain documentation related to processes and policies related to service support and technical support for customers.
• To provide training on repair of EV Charger product and develop training materials
• To provide training on LG Service systems
• Ensure that all issues at the site are documented in the work order system and are addressed in a timely manner.
• Identify any technical blocking points or areas that require follow-up or investigation
• Investigate and report on all Quality related issues

Sales Support:

• Liaison with the sales department on a regular basis
• To take charge and resolve service issues as they arise.
• Ensure service preparedness for all new product introductions, software updates, etc

Enforcing Guidelines and Policies:

• To strictly enforce all LG guidelines and policies so that LG interests are protected. 
• Perform field audits and conduct regular meetings with Authorized Service Centre business owners.

Approvals and Authorizations:

• To provide authorization to all special requests from Authorized Service Centres

KNOWLEDGE, SKILLS AND ABILITIES:

• Technical degree (college or university)
• Minimum of 2 years’ experience in field vendor management and servicing electrical power equipment in commercial or utility energy field and/or formal electrical training
• Experience of technical support process set-up and remotely onsite technician support
• Strong Electrical/Electronics EV Charger Repair background
• Knowledge of Electric Vehicle Supply Equipment (ISO 15118, IEC61851, J1772 and Electric utility)
• Ability to analyze and resolve problems independently with a high level of results operation.
• Experience in ticketing systems i.e. Zendesk, Jira
• Knowledge of provincial and federal safety requirements related to EV Chargers
• Strong computer skills using MS-Office including Outlook, Excel, Word and PowerPoint
• Ideally candidate would be bilingual (English/French)
• Must have a valid Driver’s license & the ability to travel within Canada and the USA (5% of the time)
• Must be comfortable doing Analytics.
• Strong negotiating skills
• Excellent presentation skills
• Decision maker
• Must be comfortable managing business relationships
• Ability to multi-task, prioritize work and meet tight deadlines

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:

• It is the candidate’s sole responsibility to obtain any work permits/visas or other authorizations which may be required to legally work in Canada prior to commencing employment
• Proof of Covid-19 vaccination is required before commencing employment, subject to any duty to accommodate under applicable human rights legislation.

Equal Opportunity Employer:
LG Electronics Canada, Inc. is strongly committed to diversity and inclusion and aims to create a healthy, accessible and rewarding work environment which highlights employees’ unique contributions to our company’s success. As an equal opportunity employer, we welcome applications from all to help us build a diverse workforce which reflects the diversity of our customers, and communities, in which we live and serve. LG Electronics Canada, Inc., will provide accommodations throughout the recruitment, selection and/or assessment process to applicants with disabilities. If selected to participate in the recruitment, selection and/or assessment process, please inform LG’s Human Resources staff of the nature of any accommodation(s) that you may require in respect of any materials or processes used to ensure your equal participation.

LG Electronics Canada, Inc. thanks all candidates for their interest; however only those selected to continue in the process will be contacted.