LG Boosts After-Sales Skills with Nairobi Competition

LG Electronics is increasing its investment in technical and after-sales service capabilities in East Africa as consumer appliances become more sophisticated and digitally integrated. The South Korean electronics maker recently held the LG Electronics East Africa Service Skill Olympiad in Nairobi, a competition that tests technical expertise and establishes common service standards across its markets.

The initiative highlights the growing challenge of supporting customers throughout the life of increasingly connected and sophisticated products, and the broader ecosystem of service providers. Rakesh Singh, CEO at Opalnet, noted that “the customer experience extends beyond purchasing a product” and that skilled technicians and reliable after-sales support are essential for building customer trust and loyalty.

The technicians were assessed in four categories: Media Solution, Home Solution, Residential Air Conditioner, and Moment of Truth, which focuses on the initial installation experience. The assessments tested fault diagnosis, repairs, technical problem-solving, customer consultation, and service delivery.

For LG, investing in service capabilities is a way to protect the customer relationship after the initial sale. Sisung Jin, Chief Financial Officer at LG Electronics East Africa, stated that “investing in our people and strengthening their technical capabilities are important to our long-term business success.”

The company’s approach comes as demand for practical technical skills continues to grow across African economies. According to the Ministry of Labour and Social Protection’s Skills Training and Labour Institutions Survey 2025, Kenya’s Technical and Vocational Education and Training sector recorded 193,156 graduates across registered institutions in 2022. This surge reflects government emphasis on skill development.

Its Service Olympics programme, which began in 2002 and expanded internationally in 2018, provides a platform to benchmark technicians across several markets and identify areas where additional training may be needed. Top-performing technicians received certificates, trophies, medals, and LG products. These recognitions also serve to motivate participants for future contests.

By building a stronger after-sales network, the company aims to support its products more effectively across East Africa, where the customer experience increasingly extends well beyond the point of sale. The event is part of LG’s efforts to ensure that its technicians keep pace with advances in electronics, connectivity, automation, and energy-efficient technologies incorporated into modern appliances.