Field Service Supervisor
US
US Careers (External)
Req #: 45698
Type: Full-Time
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Overview:
Provides excellent customer service and technical support to customer, in coordinating a variety of highly complex field service work; involving installations, modifications, troubleshooting, programming, and TAC support, with minimal assistance or supervision, on PCONA-PA software and hardware products.
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.
Watch this video to learn about Panasonic Connect and see how we connect talent to opportunity. Come join our journey!
Responsibilities:
Provide leadership to the service team in one or more technologies that are supported by PCONA-PA, Support Field Service Manager in scheduling, revenue generation activities, team training, hiring, coaching and all other activities assigned by the Field Service Manager.
SERVICE SUPPORT:
* Provide technical leadership for all service products or processes that factory solutions equipment can provide. The ability to not only coordinate the support of PCONA-PA Surface Mount Technology (SMT) products but also basic PanaCIM support, through hole technology, total solutions, advanced programming process.
* Coordinate complex technical assignments to install, modify, and repair systems and factory automation equipment at customer sites.
* Coordinate with Project Management, CIM and Engineering for the scheduling of service resources for all projects.
* Beyond supporting current factory solutions equipment coordinate installation, problem resolution, and training on legacy and/or through hole equipment.
* Maintains an advanced understanding of the SMT process and environments, understanding not only the machine but the programming and settings that enable high OEE manufacturing.
* Maintain a proactive approach in resolving customer and internal company project issues, while exercising effective time management in obtaining solutions to such issues.
* Assume responsibility for service project management, prioritizing equipment and technical issues for immediate corrective actions, communication with pertinent parties, and ensuring successful project completion.
* Demonstrate strong capability to coordinate software, (LNB/DGS), and equipment installations and projects.
* Effective and efficient problem solving, while working in high pressure circumstances, in achieving 100% issue resolution.
* 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 addressing customer inquiries and as directed by the Field Service Manager.
* Research issues to resolve customer complaints and ensure customer satisfaction and an excellent overall customer experience in doing business with PCONA-PA.
* Prepare documentation and reports, including service orders, installation documents, warranty ("Q") reports, SAP reports, project reports, corrective action recommendations, etc., as operational activities require.
* Provide assistance and consultative services to customers in site preparation for equipment installations and efficiency improvements.
* Assist Field Service Manager in identifying opportunities for selling service offerings i.e., parts, maintenance services, equipment options and block hours.
* Manage activities and performance of Field Service team members assigned.
* Effective team management and execution of administrative tasks, such as travel arrangements, reviewing and approving expense reports, coordination of activities with customers, coaching, hiring and providing training to team members etc.
* Complete service quotations, forecasting, invoicing and scheduling of resources in a timely manner as requested by management.
* Mentor and develop the service team in their duties and advancement.
SALES SUPPORT:
* Participate in exhibitions and demonstrations of equipment, at trade shows, PCONA-PA demo room, or at customer sites, aptly informing customers and responding to technical and specification questions and concerns.
* Identify equipment and/or software sales opportunities and inform Sales as appropriate.
Qualifications:
Scope:
* Assist Field Service Manager with achieving financial objectives.
* Manages direct reports.
Education & Experience:
* AS degree or higher, Technical school degree, or relevant military training required in applicable areas of mechanical, electrical, and electromechanical and applied technologies.
* Familiarity and capability in software systems, electro-mechanical troubleshooting and debugging of capital equipment.is required.
* Familiarity and capability in the field of electronics assembly automation and process is preferred.
* 5-10 years of service or SMT process experience
Competencies:
* 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.
* Ability to take necessary action to ensure objectives are fully achieved, and deadlines and commitments are met.
* Capability of showing technical leadership in the development of the service team.
Communications:
* Strong written and oral communication skills, with the ability to interface effectively and professionally with all organizational levels and management both internally and externally, are required and essential to success in this position, and in PCONA-PA activities, in general.
* Capability in effective communication with internal departments
Other Requirements: e.g., working conditions, physical requirements, travel, etc.
● 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 95%, 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.
What We Offer:
* High Performance Culture
* A focus on Diversity, Equity and Inclusion
* Teamwork and Collaboration
* Rewards and Recognition
* Learning & Development Opportunities Across Multiple Business Units
* Competitive compensation packages
* Hybrid work model
* Comprehensive benefits
* Paid Parental Care Leave
* Educational Assistance
* Volunteer time off
* Total Well Being Program
* Employee Referral Program
Panasonic is proud to be an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender identity, sex, sexual orientation, national origin, disability status, protected veteran status, and any other characteristic protected by law or company policy. All qualified individuals are required to perform the essential functions of the job with or without reasonable accommodation. Pre-employment drug testing is required for safety sensitive positions or as may otherwise be required by contract or law. Due to the high volume of responses, we will only be able to respond to candidates of interest. All candidates must have valid authorization to work in the U.S. Thank you for your inter
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