Field operations chief Matthew Emmons visits with ServiceSource

By Paul MacDonald, ServiceSource

If you happened to miss last month’s ServiceSource Thursday “Ask the Factory” event, fear not! We’ve got you covered with a quick recap of the highlights.

Matthew Emmons, the director of field operations at LG Electronics, graced us with exciting updates on the company’s service partner program. Formerly known as Elite, the initiative has undergone a significant upgrade and has since been rebranded as the Premier Partner Program (PPP).

This transformation is geared toward enhancing the experience for service dealers by introducing volume-based incentives aimed at reducing repair turnaround times. As a result, service companies can now look forward to more substantial monthly payouts based on their total volume of completed work, which is a significant improvement over the old Elite program.

Effective last month, LG has placed an impressive team of 29 market service managers to further enhance the customer experience. In addition, LG has promoted Michael Bombard to authorized service dealer manager, with responsibilities that extend to all BrandSource service dealers. You can reach Michael at

Emmons also shared several valuable resources for technical assistance on LG products, including and, as well as the handy GCSC/GSFS apps.

LG has firmly set its servicing sights on 2024, with a primary focus on delivering exceptional customer care. The company’s ambitious goal is to ensure that all repairs are completed within a mere seven days, with claims filed within 48 hours of completion. LG is also committed to reducing its replacement percentage from last year’s 7.9% to an ambitious 5.8% in 2024.

In its dedication to excellence, LG presently operates three training hubs and plans to add two more by the end of the year. This commitment to training ensures that LG-authorized technicians are equipped with the latest skills and know-how to provide top-notch service.

If you’d like to delve deeper into Emmons’s insights, you can catch the recorded session here on YouTube.

P.S. Exciting news! Starting Jan. 25, I’ll be hosting “Agitate and Spin,” an engaging online open discussion held on the fourth Thursday of each month. Each session will explore a fascinating topic, so keep an eye out for a forthcoming invitation.

Paul MacDonald is senior lead of ServiceSource, the appliance service arm of AVB BrandSource. Paul is a past president of the UASA, ran his own 38-tech service business and currently operates The Expert Service Program. Contact him at (647) 500-7785 or at

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