The Customer Service Engineering Professional cares for customers by serving as the main contact for qualification and quality—increasing product competitiveness and sales opportunities by responding to customer requirements, validating products from the development stage, and driving continuous quality improvements.

Responsibility:

Customer Support

• Serve as the main contact point for customers to discuss all process, field return and repair issues, including quality, material, and logistic issues
• Provide onsite support to validate quality issues and determine responsibility for defects
• Regularly communicate with customers and HQ to provide corrective actions for customer complaints related to quality
• Participate in periodic quality meetings (MQR/QBR) with customers to discuss quality trends
• Train/educate 3rd party vendors to arrange OBA (Open Box Audit) or rework for defect prevention in the customer process

Product Qualification

• Coordinate with customers to verify conformance to the design requirements based on supplied product specifications
• Present and report critical issues to ensure customer specifications are met according to production timelines
• Manage product development cycle: project kickoff, requirements definition, development, test and integration, manufacture, certification, first product delivery for the launch customer

Product Quality Management

• Manage and analyze quality data/issues to determine failure trends and abnormalities
• Work with customers to collect Failure Analysis Panels by analyzing failure data to see which models have a high incident rate
• Manage RMA related service issues with customers and set up RMA processes where needed
• Assist customers with new product launch, which may involve interfacing with customers on issues relating to the process
• Perform quality process audits as well as follow-up audits to ensure that factory/service centers meet and keep LG Display’s quality expectations

CS Process Set Up

• Develop set-up and planning of service process and failure goods return process
• Educate team members and 3rd party vendors to enhance problem solving ability, panel technology and statistical knowledge

※ Comply with the company’s policy and procedures

Requirements

• 1-3 years of experience
• Bachelor’s degree (EE/Mechanical preferred)
• Good communication skills
• Organizational and leadership skills, able to prioritize
• Self-motivated, Energetic
• detail oriented, and ability to multi-task
• Six Sigma (Green/Black Belt) Certification preferred
• Proficient in ERP System and Microsoft office preferred
• Authorized to work for any U.S. employer
• Travel required: 25% (10% internationally)
• Bilingual (English/Korean) Preferred