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Overview

Provides excellent customer service and technical support to customers, in performing a variety of field service work, involving installations, modifications, troubleshooting, DGS programming, and Technical Call Center support, with minimal assistance or supervision.

Responsibilities

SERVICE 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 customer 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:

• 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.

• Identify sales opportunities and inform Sales as appropriate.

Basic Qualifications

Scope:

• No budget or reports to be managed.

Education & Experience: Technical Degree preferred.

• AS degree or higher, Technical or Vocational school, or relevant military training required.

• Experienced in software systems, electro-mechanical troubleshooting of capital equipment is required.

• Familiarity and capability in the field of SMT electronics assembly automation and process is preferred.

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.

• Proficient in the use of PCs, various software applications, general networking and connectivity are required.

• Ability to take necessary action to ensure objectives are fully achieved, and commitments are met.

• Fully proficient in the use of hand tools, meters, gauges, drawings, schematics, diagrams, and jigs to maintain equipment and perform calibrations.

• Capability of showing technical leadership for one or more product groups inside the service team.

Communications:

• Strong written and oral communication skills, with the ability to interface effectively and professionally with all organizational levels both internal and external.

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 95%, or greater), domestically and internationally, often with very short 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.

• Willingness to relocate is a plus.

• Travel 100%

Preferred home location - Dallas, TX

What We Offer:

The salary range of $40,000 –$60,000 is just one component of Panasonic’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.

• 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.

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Salary Range

$40,000 –$60,000 + Bonus REQ-145882