Post Sales Manager

Panasonic North America • United States, United States • 2w ago

Overview

The Manager of Post-Sales Engineering is responsible for leading a high-performing team of Post-Sales Engineers focused on supporting Panasonic TOUGHBOOK deployments across North America. This role ensures that customer-reported technical issues are resolved with precision, speed, and professionalism. The Manager oversees escalations, troubleshooting methodologies, resource allocation, and coordination across Sales, Product, Engineering, and third-party partners.

Responsibilities

A key component of this role includes coaching and developing engineers who specialize in replicating complex customer environments, conducting structured root cause analysis, and delivering actionable technical resolutions. This role is critical to customer retention, field reliability, and product feedback.

Team Leadership & Operational Oversight

Manage, coach, and develop the Post-Sales Engineering team to ensure effective resolution of customer issues related to TOUGHBOOK hardware, software, accessories, and configurations.

Establish and enforce operational best practices for issue replication, test environment management, documentation, and resolution reporting.

Ensure staffing, workload distribution, and skill development align with department goals and customer needs.

Escalation Management & Customer Support

Oversee escalation handling across factory teams, third-party partners, and internal stakeholders.

Review, prioritize, and assign complex customer cases and ensure timely resolution.

Serve as the executive escalation point when needed and support strategic customer accounts.

Cross-Functional Collaboration

Work closely with Pre-Sales Engineering, Product Management, Technical Support, and Engineering teams to share findings and improve product and process reliability.

Provide regular feedback loops on recurring issues, design weaknesses, and opportunities for improvement.

Collaborate with Product and Field Teams to ensure alignment on launch readiness and customer field performance.

Documentation & Knowledge Management

Ensure consistent creation of internal documentation including test reports, solution briefs, and technical findings.

Maintain and expand the internal knowledge base by formalizing troubleshooting content into field-ready guidance.

Support Engineering training by providing insights, lessons learned, and recurring technical patterns.

Qualifications

Basic Qualifications

7+ years in technical engineering or IT support roles, with at least 3 years managing technical personnel

Deep knowledge of Windows-based deployments, TOUGHBOOK hardware, enterprise networking, and wireless (WWAN/WLAN/BT) technologies

Proven experience resolving post-deployment technical issues through root cause analysis and environment replication

Demonstrated success in escalation management, team leadership, and technical coaching

Education and Experience

Bachelor's Degree in Computer Science, Engineering, or related field required

Experience with Microsoft Intune, MDT, and SCCM highly preferred

Familiarity with mobile broadband tools (Verizon, AT&T, T-Mobile diagnostics), endpoint management platforms, and field support models

Key Competencies

Root Cause Analysis Leadership

Customer Relationship Management

Technical Escalation Oversight

Post-Sales Engineering Strategy

Documentation and Knowledge Transfer

Team Development and Coaching

Cross-Departmental Coordination

Other Requirements:

Travel is required 40%

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.

REQ-152645

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