Field Service Analyst 1

What we can offer:

A crafted employee experience designed to foster professional growth, a focus on health & well-being and an internal community that will set you up for success.

We offer an environment that enables colleagues to demonstrate their capabilities, focus on their work and create value. At LG, you're encouraged to take a creative and individual approach to challenges with strong emphasis placed on performance and skill—and equal, merit-based opportunities across the board. We want our colleagues to grow with our global business. That's why we deliver sure rewards for exceptional performance and offer industry-leading benefits. Come join the team!

The Opportunity:

The Field Service Analyst plays a critical role in supporting and optimizing field service operations through data analysis, process monitoring, and performance improvement initiatives. This position is responsible for evaluating dispatch (Locator) processes, analyzing service claims, and providing actionable insights to enhance operational efficiency, reduce costs, and improve overall service performance.

Responsibilities:

Dispatch (Locator) Process Analysis

• 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.
• Provide data-driven recommendations to improve dispatch accuracy, speed, and customer satisfaction.

Service Claims Analysis & Trend Management

• Conduct in-depth analysis of service claims data to identify recurring issues, cost drivers, and operational trends.
• Generate regular reports and visualizations to communicate key findings to stakeholders.
• Collaborate with cross-functional teams (e.g., Call Center, Finance, Q&E) to address root causes and implement corrective actions.
• Establish proactive monitoring systems to detect anomalies and prevent future claim escalations.

Field Service Operations Support

• Support field service operations by analyzing claim payments and performing cost analysis.
• Ensure accuracy and efficiency in claim processing workflows and identify opportunities for cost optimization.
• Partner with finance and operations teams to review budget utilization and improve financial performance.
• Assist in developing standard operating procedures (SOPs) related to claims management and field service processes.

KPI Management & Continuous Improvement

• Define, track, and analyze key performance indicators (KPIs) related to field service operations and dispatch efficiency.
• Develop data-driven action plans to enhance operational effectiveness and achieve performance targets.
• Lead or support continuous improvement initiatives using analytical insights.
• Present findings and recommendations to management in a clear and actionable manner.

Education / Experience (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 (e.g., Excel, SQL, Power BI, or similar BI tools).
• Experience with field service operations, dispatch systems, or claims analysis is highly preferred.
• Strong communication skills with the ability to present insights to both technical and non-technical stakeholders.
• Detail-oriented with a continuous improvement mindset.
• Ability to manage multiple priorities in a fast-paced environment.

Preferred Competencies

• 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 (e.g., Lean, Six Sigma methodologies) is a plus.

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