HVAC Tier II Technical Support Specialist

Responsibilities

• Deliver second-level technical support via phone, email, and internal systems to resolve escalated issues.
• Troubleshoot and resolve complex customer issues related to LG HVAC products that exceed Tier 1 capabilities.
• Collaborate with engineering, Customer Care, and field service teams to ensure timely and accurate solutions.
• Document technical solutions and contribute to the internal knowledge base.
• Mentor Tier 1 agents through training, Q&A support, and knowledge sharing.
• Identify and report recurring technical issues to drive product and process improvements.
• Maintain high levels of customer satisfaction and meet key performance indicators (KPIs).
• Log all interactions and resolutions within the CMS/ticketing system.
• Provide parts support and stay current with all product literature and manuals.

Requirements

• Associate’s or Bachelor’s degree in HVAC, Engineering, Electronics, or equivalent professional experience.
• Minimum 2 years of experience in technical support or HVAC service.
• Strong understanding of HVAC systems, diagnostics, and repair procedures.
• Excellent problem-solving and communication skills.
• Experience using CRM or ticketing systems (e.g., Salesforce, ServiceNow).
• Ability to work independently and manage multiple priorities in a fast-paced environment.

Preferred Qualifications

• EPA Certification.
• NATE Certification.

Benefits

• No-cost employee premiums for medical, dental, vision, and prescription benefits for you and eligible dependents.
• 401(k) Retirement Savings Plan with competitive company matching and immediate vesting.
• Generous Paid Time Off (PTO) 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 presence in over 290 locations, our diverse portfolio includes Home Appliance, Media Entertainment, Vehicle, and Eco Solutions. We operate under the philosophy of "Jeong-do Management," emphasizing high ethical standards, transparency, and customer-value creation.