Network Team Leader

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:

• 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)
• 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.
• 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.
• 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.
• 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.
• 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 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 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.