at Panasonic North America in Chicago, Illinois, United States
Job Description
Overview
The main responsibility is to provide technical support to customer through telephone assistance or on-site for specific products. Establish a strong understanding of the technical specifications of our product so that a high level of assistance can be provided to our customers. Provide professional support and repair at customer sites through interaction of service and factory support. Uses technical knowledge to make decisions regarding repair of product and software.
Responsibilities
Accountabilities
+ TECHNICAL KNOWLEDGE: Understand product knowledge and technical information for a specific range of products. Focus on maintaining product knowledge on all changes related to the products within the group. Provide technical support to all field support personnel and customers by analyzing and repairing mechanical, electrical, and pneumatic failures. Work to reduce and eliminate return calls by providing support that resolves issues in the field using the DEMAIC process: Define, Measure, Analyze, Improve, Control.
+ PRODUCT CUSTOMER KNOWLEDGE: Strive to acquire specific product knowledge to meet service and sales goals of each product. With this knowledge, understand customer’s expectation and differentiation of product and/or systems.
+ SALES SUPPORT: Supports sales force in developing and maintaining close account relationships and satisfying technical customer requirements. Liaison between Field Service Technicians, TAC Support, and Sales/Marketing during the initial portion of the Product Life Cycle. Provide timely feedback to sales regarding information gathered at customer. Supply technical information and other detail to factory/customer to provide resolution to technical issues.
+ COMMUNICATIONS: Maintain communications with factories, service management and service technician(s). Monitor account and product developments, trends and progress as well as ensures customer support and satisfaction.
+ FACTORY LIAISON: Maintains clear communication and strong relationships with factories to incorporate product/customer specifications. Reports technical data from customer visits to the factories.
PROBLEM-SOLVING and KNOW HOW : (complexity of problems and education/experience and other knowledge required)
+ Two-year college degree and strong technical background is preferred.
+ Five years industry experience is preferred.
+ Functional ability to operate a PC and appropriate software programs is preferred to accomplish specific duties listed above.
+ Ability to travel as required by the position
COMMUNICATIONS : (key communications contacts and level of persuasion required)
+ Strong communication capabilities, including presentations to internal and external contacts, are required
Salary Range
$40,000 -$60,000 + Bonus REQ-138723
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