Field Service Analyst

Responsibilities

• Monitor and analyze the end-to-end dispatch (Locator) process to ensure optimal resource allocation and service efficiency.
• Identify bottlenecks, inefficiencies, and performance gaps within the dispatch workflow.
• Develop and maintain dashboards and reports to track key operational metrics such as dispatch lead time, refund rate, and repair turnaround time.
• Conduct in-depth analysis of service claims data to identify recurring issues, cost drivers, and operational trends.
• Collaborate with cross-functional teams including Call Center, Finance, and Q&E to address root causes and implement corrective actions.
• Support field service operations by analyzing claim payments and performing cost analysis to identify optimization opportunities.
• Define, track, and analyze key performance indicators (KPIs) related to field service operations and dispatch efficiency.
• Lead or support continuous improvement initiatives using analytical insights.

Requirements

• Bachelor’s degree in Business, Data Analytics, Engineering, or a related field.
• Strong analytical and problem-solving skills with the ability to interpret complex datasets.
• Proficiency in data analysis tools such as Excel, SQL, or Power BI.
• Strong communication skills with the ability to present insights to both technical and non-technical stakeholders.
• Detail-oriented with a continuous improvement mindset and the ability to manage multiple priorities in a fast-paced environment.

Preferred Qualifications

• Experience with field service operations, dispatch systems, or claims analysis.
• Knowledge of service operations KPIs and performance management.
• Experience in cost analysis and financial reporting.
• Familiarity with EDW or service management systems.
• Process improvement experience using Lean or Six Sigma methodologies.

Benefits

• No-cost employee premiums for medical, dental, vision, and prescription benefits for you and eligible dependents.
• Competitive 401(k) Retirement Savings Plan with company matching contributions.
• Generous Paid Time Off program including company holidays and a combined sick/vacation bank.
• Performance-based Short-Term Incentives.
• Access to mental health resources and personal fitness goal incentives.
• Family-oriented benefits including paid parental leave.
• Group Rate Life and Disability Insurance.

About the Company

LG Electronics is a global leader in technology dedicated to creating innovative solutions for a better life. With a rich history spanning over six decades and a presence in over 290 locations, our diverse portfolio includes Home Appliance, Media Entertainment, Vehicle, and Eco Solutions. Our management philosophy, "Jeong-do Management," emphasizes high ethical standards, transparency, and customer-value creation.