Overview
The Field Service Supervisor provides excellent customer service and technical support, coordinating a variety of highly complex field service work involving installations, modifications, troubleshooting, programming, and TAC support on PCONA-PA software and hardware products. This role also supports the Field Service Manager in scheduling, revenue generation activities, team training, hiring, coaching, and all other assigned activities.
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.
Responsibilities
Service Support
Provide technical leadership for all service products and processes that factory solutions equipment can provide, including coordination of PCONA-PA Surface Mount Technology (SMT) products, basic PanaCIM support, through-hole technology, total solutions, and advanced programming processes.
Coordinate complex technical assignments to install, modify, and repair systems and factory automation equipment at customer sites.
Coordinate with Project Management, CIM, and Engineering for the scheduling of service resources for all projects.
Coordinate installation, problem resolution, and training on legacy and/or through-hole equipment beyond current factory solutions.
Maintain an advanced understanding of the SMT process and environments, including machine programming and settings that enable high Overall Equipment Effectiveness (OEE) manufacturing.
Maintain a proactive approach in resolving customer and internal company project issues, while exercising effective time management in obtaining solutions.
Assume responsibility for service project management, prioritizing equipment and technical issues for immediate corrective action, communicating with pertinent parties, and ensuring successful project completion.
Demonstrate strong capability to coordinate software (LNB/DGS) and equipment installations and projects.
Apply effective and efficient problem-solving skills while working in high-pressure circumstances to achieve 100% issue resolution.
Provide customers with timely and accurate technical information in a positive, straightforward, and professional manner.
Conduct meetings with customers to address open issues.
Provide basic software system and equipment operation, troubleshooting, and maintenance training to customers.
Sales Support
Participate in exhibitions and demonstrations of equipment at trade shows, the PCONA-PA demo room, or at customer sites, informing customers and responding to technical and specification questions and concerns.
Identify equipment and/or software sales opportunities and inform the Sales team as appropriate.
Scope
Assist the Field Service Manager in achieving financial objectives.
Manage direct reports.
Qualifications
Education and Experience
Associate degree or higher, technical school degree, or relevant military training in applicable areas of mechanical, electrical, electromechanical, and applied technologies required.
Familiarity and capability in software systems, electromechanical troubleshooting, and debugging of capital equipment required.
Familiarity and capability in the field of electronics assembly automation and process preferred.
5-10 years of service or SMT process experience.
Key Competencies
A high degree of initiative, creativity, and troubleshooting skills, along with a highly collaborative, detail-oriented, and organizational nature, are critical to success given the complex nature of the technical and interpersonal situations encountered in day-to-day activities.
Solid functional capabilities in the use of PCs and widely varied software applications.
Ability to take necessary action to ensure objectives are fully achieved and deadlines and commitments are met.
Demonstrated technical leadership in the development of the service team.
Communications
Strong written and oral communication skills, with the ability to interface effectively and professionally with all organizational levels and management, both internally and externally, are required and essential to success in this position.
Capability in effective communication with internal departments.
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 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.
Benefits & Perks - What's In It For You
Panasonic is committed to supporting your total wellbeing through a wide variety of benefits and wellness programs to support your physical, emotional, financial, social, and environmental health. Here's what you can expect:
Health Benefits - Offering medical, dental, vision, prescription plans, plus Health Savings Account and Flexible Spending Account options.
Voluntary Benefits - Life, accident, critical illness, disability, legal, identity theft, and pet insurance.
Panasonic Retirement Savings & Investment Plan (PRSIP) - 401(k) plan with company matching contributions and immediate vesting.
Paid Time-Off Benefits - Vacation, holidays, personal days, sick leave, volunteer, and parental & caregiver leave.
Educational Assistance - Tuition reimbursement for job-related courses after six months of service.
Health Management and Wellbeing Programs - Lifestyle Spending Account, EAP, virtual health management, chronic condition, neurodiversity, tobacco cessation, substance abuse support, and life stage and fertility resources. Available to eligible employees starting the first day of the month following your start date. Eligibility for each benefit may vary based on employment status, location, and length of service.
We Take Opportunity Seriously:
At Panasonic, we are committed to a workplace that genuinely fosters inclusion and belonging. Fairness and Honesty have been part of our core values for more than 100 years and we are proud of our diverse culture as an equal opportunity employer.
The salary range listed below is just one component of Panasonic's total package. Actual compensation varies depending on the individual's knowledge, skills, experience, and location. This role may be eligible for discretionary bonuses and incentives. *The minimum hourly wage for this role will be the greater of the posted range, or minimum wage for the location where the employee will be working, subject to local minimum wage requirements.
We understand that your career search may look different than others and embrace the professional, personal, educational, and volunteer opportunities through which people gain experience. If you are actively looking or starting to explore new opportunities, send us your application!
Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or other characteristic protected by law. All qualified individuals are required to perform the essential functions of the job with or without reasonable accommodation.
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.
LI-AU1
LI-Hybrid
Salary Range
$75,000 -$90,000 + Bonus REQ-154036
