Field Service Lead

Provide direction to the Field service team in one of more technologies that are supported by PCONA-PA, Support Field Service Manager in scheduling, assist techs in complex troubleshooting, revenue generation activities, team training, and any other activities assigned by the Field Service Supervisor. Provides excellent customer service and technical support to PCONA 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!

What You'll Get To Do:

Team Lead:

• Train team – on their day-to-day operations tasks, including scheduling, time management, customer visits, service order completion, etc. Create team environment to promote job satisfaction, customer focus, and increase productivity.
• Support Supervisor on evaluating Field service training needs for all Technicians to ensure staff are properly trained for customer needs for equipment installation, PM, and repairs and safety.
• Assist Field Service Team, when needing support in the field. Coordinate with different departments including PMO, TAC, Sales, and Operation to resolve issues.
• Identifying opportunities for Offering Solutions services (Service Level Agreement (SLA), Extended Warranties, Block Hours, and others), preparing service quotations, mentoring and developing Service Team.

Engineering & Service Support:

• Maintains an advanced and understanding of the SMT process and can provide support of process machines as well as placement. Understanding not only the machine but the programming and settings that enable high OEE manufacturing.
• Provide technical leadership for all service products and processes that factory solutions equipment can provide. Coordinate the support of PCONA-PA SMT products, Through Hole technology, and Total Solutions Offerings.
• Assume responsibility for, prioritizing equipment and technical issues for immediate corrective actions, communication with pertinent parties, and completing personal and on-site team assignments within time expectations, and without the need for rework.
• Research issues to resolve customer complaints and ensure customer satisfaction and an excellent overall customer experience in doing business with PCONA-PA.
• Provide customers with timely and accurate technical information in a positive, straightforward, and professional manner. Conducts meetings with customers to address open issues.
• Assist with Factory Modifications, equipment refurbishments and rebuilds, predictive and corrective maintenance programs, and equipment calibration projects.
• Provide assistance and consultative services to customers in site preparation for equipment installations.
• Analyzes equipment specifications to ensure products meet industry safety and electrical standards. Provide post-sales support by going to customer sites and providing startup support, programming and debugging products, customer process improvement, designing/implementing custom applications, and training.
• 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.

What You'll Bring:

Education & Experience:

• BS degree in engineering or higher (electrical, mechanical, industrial engineering, etc…)
• 2-5 years of service or SMT process experience
• 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 required.
• Preference for advanced MS PowerPoint skills required, including custom animation usage, VBA, embedding objects, etc.
• Strong PC and appropriate software skills required.
• Preference for advanced skills in MS Excel including VBA and macro development/usage

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.

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 interest in Panasonic Corporation of North America.