What are the responsibilities and job description for the Manager, Customer Support Field Engineering position at PAC Panasonic Avionics Corporation?
Manager, Customer Support Field Engineering
Responsibilities:Who We Are:
Ever wonder who brings the entertainment to your flights? Panasonic Avionics Corporation is #1 in the industry for delivering inflight products such as movies, games, WiFi, and now Bluetooth headphone connectivity!
How exciting would it be to be a part of the innovation that goes into creating technology that delights millions of people in an industry that’s here to stay! With our company’s history spanning over 40 years, you will have stability, career growth opportunities, and will work with the brightest minds in the industry. And we are committed to a diverse and inclusive culture that will help our organization thrive! We seek diversity in many areas such as background, culture, gender, ways of thinking, skills and more.
If you want to learn more about us visit us at www.panasonic.aero
And for a full listing of open job opportunities go to www.panasonic.aero/join-us/
The Position:
Oversee a team of Customer Support Field Engineers to ensure total customer satisfaction within assigned region. Ensure the company meets its obligations and commitments to regional customers by responding to technical problems and queries in an accurate and timely manner. Ensure field support team develops and maintains excellent working relationships with assigned customers and internal company departments in order to smoothly and effectively address customer needs.
Operational Management and Oversight
- Ensure the customer support field engineering team is trained and equipped to participate actively in any retrofits, entry into service of new systems, and technical assistance to assigned customers.
- Ensure systems and staff are in place to help customers troubleshoot and resolve system problems occurring on the aircraft and in the workshop.
- Ensure team works actively with assigned customers to gather reliability data for all company equipment.
- Ensure that team constantly re-evaluates the needs or issues of the customers and reports them promptly to appropriate personnel.
- Anticipate and promptly address any problems impacting the operation and maintenance of company systems.
- Ensure regular reporting to Region leader regarding customer comments including feedback, appreciation, and/or complaints.
- Produce budgets for all areas of responsibility and conforms to approved budgets.
Supervisory
- Recruit and train new members in order to support contractual requirements and need for new field support locations.
- Set direction, objectives, and targets for Customer Support Field Engineers.
- Monitor team member’s results and implement changes accordingly.
The salary range of $98,000 – $165,000 is just one component of Panasonic’s total package. The final offer amount may vary based on factors including but not limited to individual’s knowledge, skills, experience, and location. In addition, this role may be eligible for discretionary bonuses and incentives.
What We're Looking For:
- Bachelor’s degree in Engineering or Computer Science or equivalent.
- 5 years’ experience in a Customer Support Field Engineering role.
- Prior supervisory, team lead, or project leader experience.
- Excellent written and verbal communication skills.
- Ability to organize and implement department objectives.
- Proven experience with problem-solving, decision-making, and multi-tasking to respond to common inquiries or complaints from customers in a professional and timely manner.
- Ability to develop and maintain excellent working relationship with customers and internal company departments in order to effectively address customer needs.
- Ability to plan, assign, train, and direct employees.
- Ability to interview, hire, and appraise employees.
- Highly developed team building skills.
- Knowledge of EASA/FAA requirements.
- Strong knowledge of Microsoft Word, Excel, PowerPoint, and Outlook.
- Advanced knowledge of SQL, XML and or other database driven systems.
- Advanced knowledge of Linux/Unix and/or programming.
- Advanced technical background in multiplexed and software/network-controlled systems.
- Track record in system-related troubleshooting.
- Advanced knowledge of equipment such as Spectrum analyzers and Network analyzers.
- Working knowledge of aircraft systems that interface with Panasonic Avionics Corporation equipment.
- Strong knowledge of Avionics’ design or maintenance.
- Works on issues of diverse scope where analysis of situations or data requires evaluation of a variety of factors, including an understanding of current business trends.
- Recommends changes to policies and establishes procedures that affect immediate organization(s).
- Receives assignments in the form of objectives and determines how to use resources to meet schedules and goals.
- Manages, perhaps through subordinate supervisors, the coordination of the activities of a section or department with responsibility for results, including costs, methods and staffing.
- Extensive travel up to 50%, both domestic and international.
Our Principles:
Contribution to Society | Fairness & Honesty | Cooperation & Team Spirit | Untiring Effort for Improvement | Courtesy & Humility | Adaptability | Gratitude
What We Offer:
At Panasonic Avionics Corporation we realize the most important aspects in leading our industry are the bright minds behind everything we do. We are proud to offer our employees a highly competitive, comprehensive and flexible benefits program.
- Paid time off: Exempt Salaried employees receive flexible paid time off. This means that there is no fixed number, range, or limit to the amount of Personal and Vacation Days that may be taken for exempt employees. Non-exempt hourly employees accrue 14 vacation days per year 7 sick days 3 personal days. Accrual rate increases with tenure. All employees receive 11 company paid holidays per year. We also close our offices at the corporate level in the U.S. between Christmas and New Year. For operational positions that are expected to work on holidays, we provide additional compensation for hours worked.
- Health Insurance: Medical insurance offerings from Aetna and Kaiser (CA &HI). Options for Employee Only, Employee Spouse/Domestic Partner, Employee Children, or Family. Dental PPO and DMO options & Vision insurance through EyeMed or VSP.
- 401K with 50% match on up to 8% contribution, full vested from day 1.
- Washington residents only are eligible for: Washington’s Family and Medical Leave program and Washington’s Paid Sick Leave program.
- Other offerings include: Wellness Program, Counseling services, FSA & HSA, Life Insurance for employee, spouse and child, AD&D Insurance, Long-term and Short-term disability, Critical Illness Insurance, Accident Insurance, Legal Assistance, Pet Insurance, Identity Theft Protection, Dependent Care FLSA, Education Assistance, Commuter Program, Employee Purchase Program, Service Award Program.
All applicants are subject to Company policies, third party customer and worksite requirements, and government requirements, regarding vaccination and/or testing for COVID-19. Where permitted by applicable law, applicants may be required to be fully vaccinated with an authorized COVID-19 vaccine as a condition of employment, unless they are eligible for and obtain an exemption based on a reasonable accommodation because of a disability or a sincerely held religious belief, practice, or observance. While the Company strongly encourages COVID-19 vaccinations, it may require vaccination and/or testing for positions in which third party customer, worksite, or government requirements apply, in accordance with applicable law. At those locations where requirements apply, exemptions will be considered based on applicable law.
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, 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 interest in Panasonic Avionics Corporate.
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Salary : $98,000 - $165,000
