Job Description

Position:  FQM Customer Service Assistant Manager

Reporting to: FQM Sr. Manager

Location: San Diego, CA

Responsibility:

-          Corresponds to any customers inquiry and support effectively

-          Make continuous communication with customers and take VOC for customer support

-          Facilitates effective cross-functional customer meetings

-          Maintains steady communications cadences in support of each service customers

-          Customer satisfaction index management with customer survey, customer interview, etc.

-          Prepare and attend customer meeting and conference periodically (MQR, QBR, etc.)

-          Customer FAR F/up with CS team to provide necessary information to customer

-          Gather and f/back competitor information

-          Creates and delivers consensus building presentations in support of field service customers

-          Delivers engaging, informative, well-organized presentations for internal and external report

-          Resolves and/or escalates issues in a timely fashion

-          ISO 9001 audit coordination and support for audit

-          Regular and irregular meeting with different entity (HQ, related dep. And customers)

-          Weekly FQM report to upper management

-          Communicate difficult/sensitive information tactfully

-          Support analysis and quality issue part as needed

-          Focus on KPI to continuously drive improvement to operational excellence

-          Build effective cross-functional partnerships with customers and internal related teams

-          Ensure that service infrastructure supports LGD’s strategic directions

-          Work with field service teams to document systems and process requirements

-          Facilitate consensus building conferences, workshops, and team meetings

-          Maintain and communicate rules of engagement for new and existing programs

-          Adapt to the communication needs of others to effectively manage up, down and across the organization

-          Make decisions in a timely manner, sometimes with incomplete information and under tight deadlines

-          Comply with the Company’s policy and procedures

-          Other duties as assigned

Principle Duties and Responsibilities and Approximate % of Time Spent On Each:

-          Field Customer Support           60%

-          Field Quality Support               10%

-          Analysis Support                      10%

-          Competitor’s information         10%

-          Others Activities                      10%

Requirements:

-          B.S or B.A Degree or equivalent experience in business / electronics or electric field or an equivalent combination of education and work experience

-          Experienced in the management of service channel logistics or related fields

-          Must have at least 4~5 years related electronics industry experience, LCD Display related preferred

-          Must possess the ability to use computers and technology for information and to access information necessary to complete the job

-          Must have excellent IT system skill (Word, Excel, PowerPoint, Outlook), as well as with ERP System (SAP, Oracle)

-          Must be able to plan, prioritize and implement detailed instructions in a timely and efficient manner, working independently, as well as with others

-          Independent thinking and strong analytical skills required

-          Bilingual (Korean and English) and excellent communication skill

-          Ability to work a flexible work schedule as business dictates

Apply by email at jadonwon@lgdisplay.com