Job Description

Overview:

The main responsibility is to provide onsite technical support to customer specific products. Establish a strong understanding of the technical specifications of our product so that a high level of assistance can be provided to our customers. Provide professional support and repair at customer sites across the Atlanta - Chicago region through interaction of service and factory support. Uses technical knowledge to make decisions regarding repair of product and software.



At Panasonic Connect, we connect the power of people and technology to change work, advance society and help connect to tomorrow. Empathy, results, relentlessness and teamwork are the foundations of the Panasonic Connect Culture. Our mission is to elevate the employee experience by empowering individuals to use their voice and have a positive impact on our business.


Responsibilities:

What You Will Get to Do

Technical Knowledge Support

Provides technical support for one or more products or processes that Panasonic SMT solutions provide. Carries out technical assignments to install, modify, and repair factory automation equipment and software at customer sites, with minimal assistance or supervision. Maintains knowledge of the SMT process. Understanding not only the machine but the programming, configuration and manufacturing processes. Maintain a proactive approach in resolving customer and internal company project issues, while exercising effective time management. Assume responsibility for onsite Service project management, prioritizing equipment and technical issues for immediate corrective actions, communication with pertinent parties, and completing personal and on-site team assignments within time expectations. Demonstrate strong capability to complete software, (LNB/DGS), and equipment installations and projects. Effective and efficient troubleshooting, while working in potentially high-pressure circumstances, in achieving 100% problem resolution of repair activity within 24 hours of arrival at customer site. Provide customers with timely and accurate technical information in a positive, straightforward, and professional manner. Conducts meetings with customers to address open issues. Provide basic software system and equipment operation, troubleshooting, and maintenance training to customers. Assist TAC in covering Telephone Hot Line. Conduct research to resolve customer issues to ensure an excellent overall custom experience. Create Service Notifications and other documentation for communication of problem resolution for future use in addressing similar issues. Prepare equipment documentation and reports, including installation reports, acceptance reports, service orders, installation documentation, warranty ("Q") reports, "Tech Tips," SAP reports, project reports, corrective action recommendations as necessary. Provide assistance with Factory Modifications, equipment refurbishment, rebuilds, predictive/corrective maintenance programs, and equipment calibration projects. Provide assistance and consultative services to customers in site preparation for equipment installations. Effective management and execution of administrative tasks, such as travel arrangements, expense reports, coordination of activities with customers, etc.

Sales Support

Supports sales force in developing and maintaining close account relationships and satisfying technical customer requirements. Liaison between Field Service Technicians, TAC Support, and Sales/Marketing during the initial portion of the Product Life Cycle. Provide timely feedback to sales regarding information gathered at customer. Supply technical information and other detail to factory/customer to provide resolution to technical issues. Participate in exhibitions and demonstrations of equipment, at trade shows, PA demo room, or at customer sites, informing customers and responding to technical and specification questions and concerns.

Factory Liaison

Maintains clear communication and strong relationships with factories to incorporate product/customer specifications. Reports technical data from customer visits to the factories.

Qualifications:

What You'll Bring

Education & Experience

Two-year Technical or Vocational school, or relevant military training required. Two - Three years industry experience is preferred. Functional ability to operate a PC and appropriate software programs is preferred to accomplish specific duties listed above. Ability to travel as required by the position

Competencies

Ability to resolve conflicts thinking strategically and embraces collaborative engagements. Capability of showing technical leadership in the development of the service team. Ability to take necessary action to ensure objectives are fully achieved, and deadlines and commitments are met. A high degree of initiative, creativity, and trouble-shooting skills, along with a highly collaborative, detail-oriented, and organizational nature are critical to success, due to the highly complex nature of technical and interpersonal situations encountered in day-to-day activities. Solid functional capabilities in use of PCs and widely varied software applications.

Communications

Strong written and oral communication skills, with the ability to interface effectively and professionally with all organizational levels and management, internally and externally, are required and essential to success in this position, and in Panasonic activities, in general. Capability in effective communication with internal departments (Technical Support, PMO, Sales, Product Teams, Spare Parts, Engineering, Order Processing, Accounting, etc.)

Other Requirements

Capable of lifting over 50 pounds (22.7 kg), standing for long periods on factory floors, and maneuvering in factory production environments and confined spaces to execute technical activities. Ability and willingness to travel extensively (often 75%, or greater), domestically and internationally, often with very short or immediate notice, with flexible work hours, including non-standard business hours, weekends, and occasional holidays, as may be necessary to meet customer project schedules and demands. Additional tasks as assigned and reviewed. #LI-BP1 #LI-REMOTE

The salary range below is just one component of Panasonic Connect's total package. Actual compensation varies depending on the individual's knowledge, skills, and experience. This role may be eligible for discretionary bonuses and incentives.

Salary Range: $29 - $33 hr + Bonus