What are the responsibilities and job description for the Field Service Specialist (Western) position at PCONA Panasonic Connect North America?
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. As part of our team, you will push boundaries, take action, and face challenges alongside our customers to innovate experiences that define the changing world of work.
What You'll Bring:
The ideal candidate will bring strong technical expertise, problem-solving skills, and a commitment to delivering exceptional service to our customers. Success in this role will require you to:
- Provide on-site services such as product configuration, adjustment, integration, commissioning, maintenance, and repair.
- Serve as the customer facing on-site representative for the Service team when on-site support is needed for Panasonic products.
- Participate as a member of the service team receiving escalated service tickets and developing plans of action, performing analysis and remediation and submitting reports.
- Collaborate with the Visual Systems Product Engineering & Sales teams to troubleshoot customer product and application issues when needed as part of the technical support escalation process.
Service Delivery
Track and record warranty and service contract status and generate contract maintenance proposals working closely with other members of the Service Team
Ensure warranty, contract maintenance and out-of-warranty services are provided and recorded properly across warranty and billable accounts. Maintain accuracy of accounts
Assist customers, third-party servicers, integrators, and internal staff by phone, email or in person with assigning and processing RMA’s while practicing good customer-first principals.
Coordinate the services of PSG, PNA and authorized servicers so that services are seamless to external customers, this will include commercial and professional products.
Perform on-site services at customer locations such as: color calibration, projection mapping, projector image blending and other commissioning support actions.
Perform on-site repairs of various products to include component replacement and testing once repairs are complete.
Generate and renew service agreements with customers and other partners to ensure high quality service delivery.
Coordinate and track in-warranty and out-of-warranty support from third-party equipment and service providers (hardware, software, content providers, etc.)
Provide training on Panasonic products and software as needed to relevant stakeholders (Customers, Internal team members, resellers etc…)
Support service team in generating/reviewing estimates for out-of-warranty service actions.
Quality Assurance
Perform root cause analysis and corrective action procedures in accordance with best quality practices.
Generate reports based on customer quality expectations clearly throughout the organization, ensuring that customer’s expectations are clearly communicated to the stakeholders in the QA/QC process.
Utilize the existing Quality Management System for communication with the factory on open quality issues.
Perform 1st lot inspections from hardware and software perspective following iso 2859-1 standard and in accordance with factory guidelines. Prepare reports of inspections for senior management to make decisions on moving forward with product launch.
Provide feedback on the 1st lot inspection testing process to further improve it.
Perform post launch quality issues for all Visual Systems products and solutions. Track/test -manage/assure effective resolution and closure of quality issues post product/solution launch.
Continuing Education
Continually expand relevant A/V and Information technology knowledge through formal training and self-study, with a special focus on the technologies associated with new Panasonic products and solutions.
Maintain expertise and working knowledge of Panasonic and third-party software utilized Panasonic products and solutions.
Participate in mandatory Product and Service meetings with factory product and service teams.
What You'll Bring:
Education & Experience:
- Bachelor’s Degree in technical field; Certifications such as CTS, CTS-D, CTS-I, (IT certifications) a plus
- Excellent projector and professional display product knowledge and a deep understand of their applications, features, operations, and competitive products.
- Five or more years professional projector and display experience, including three or more hands-on experience deploying A/V products and solutions.
- Working knowledge of network architectures, protocols (including streaming protocols, audio over IP, and A/V over IP), security, and products used in the AV industry is a plus.
- Experience as a field technician is preferred.
- Experience as a bench technician is preferred.
- Experience with CRM such as SAP or SalesForce is a plus.
Problem Solving:
- Utilize active listening, analysis, research, creativity, and decision-making skills to quickly identify and solve customer, sales, and product problems.
- It is critical to have the ability to take total ownership of a problem and take the lead in determining a solution and implementing the solution.
Communications:
- Effectively communicate (verbally and in writing) complex technical, project, and sales-related issues to customers, prospects, and PIVS team members
- Create and deliver effective and persuasive presentations to small and large audiences.
- Develop and foster collaborative working relationships with customers, consultants, integrators, partners, and team members.
Other Requirements:
- Demonstrated ability to work in a dynamic environment with minimal day-to-day supervision.
- 70% travel – mostly Domestic with possibility of occasional International Travel.
- Ability to lift and carry a minimum of 40 lbs.
- Ability to climb and stand on a ladder.
- Must live within 1 hr. drive of major metropolitan airport in the Western United States, preference for either Los Angeles or Las Vegas area.
- Ability to visually differentiate colors generated by AV equipment.
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
- 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.
Salary : $60,000 - $85,000
