Position Overview

The Director, Service leads post-commissioning service activities for LG Energy Solution Vertech (LGESVT) grid-scale product customers. This role is responsible for leading the team to provide customers with support for warranties, contracts, maintenance, and onsite & remote technical support. Services support includes preparing proposals and price quotations for customer and subcontractor site services, defining, and managing support scope & customer expectations, scheduling, and services reporting. A successful candidate will have excellent leadership, technical, organizational and project level skills.

This position reports to the Chief Operating Officer.

Primary Responsibilities

• Leads a dynamic and global organization that provides world-class customer service and support by driving excellence in the following areas.

• Drive and implement vision of a world-class global service organization.

• Hire and develop high-performing staff members.

• Drive process and systems improvements to support organizational goals.

• Meet key performance metric including financial, staffing, service level, and system performance.

• Develop service proposals, contracts, and agreements.

• Manage service activities, including warranties, service contracts, and preventative and unscheduled maintenance for LGESVT onsite and remotely.

• Provide customers with onsite maintenance and service, remote technical support.

• Develop and manage processes to support product returns and provide technical support.

• Analyze customer data and product returns to identify root cause and permanent corrective actions.

• Provide customers with permanent corrective actions.

• Provide feedback and lessons learned to design teams in the new product development process.

• Develop site monitoring, service analytics, and service metrics.

Qualifications

• High-energy leader capable of leading a global organization with high-value and customer visibility.

• Excellent written and verbal communication and negotiation skills

• Engineering, Operations and or Service management experience

• Prior systems-level experience with battery and power management preferred.

• Independent, detail-oriented self-starter with a business acumen

• Flexible and dynamic with an ability to thrive in a matrix organization.

• Ability to interface well with internal and external customers.

• Structured problem-solving experience (e.g., Lean, Six Sigma, 8D, 7-Step…)

• Ability to travel domestically and internationally.

• Must be able to perform duties with basic general direction, receiving only general guidance with respect to overall objectives.

• Experience leading teams and providing excellent customer service.

Education Experience

• B.S Engineering with MS/MBA desired

• Experience leading technical teams with direct customer interface and deliverables.

• Demonstrated competency in managing complex projects with customer deliverables a plus.

• Fundamental knowledge of electrical distribution systems, test and measurement equipment, knowledge of electrical code, and knowledge of electrical principles

• Knowledge of generation, transmission, batteries, and distribution in electric grid systems preferred.

• Structured problem-solving experience (e.g., Lean, Six Sigma, 8D, 7-Step…) is a plus.