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Director, Customer Performance Center Service Operations (Hybrid)

REQ: REQ-129012 Technical Service and Repair

Panasonic Avionics Corporation
  • Irvine, CA, United States
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Our new global headquarters is conveniently located near John Wayne Airport in the Park Place development. For our onsite and hybrid employees you will be able to enjoy amenities such as access to many restaurants and shops, running trails, a fitness deck, outdoor seating, dry cleaning, car wash, free garage parking, car charging stations, shuttle service for train commuters, outdoor games like bocce, horseshoes, gaming tables, pickle ball, and basketball. For more information on Park Place visit parkplaceirvine.com. 


Who we are:
Ever wonder who brings the entertainment to your flights? Panasonic Avionics Corporation is #1 in the industry for delivering inflight products such as movies, games, WiFi, and now Bluetooth headphone connectivity!

How exciting would it be to be a part of the innovation that goes into creating technology that delights millions of people in an industry that’s here to stay! With our company’s history spanning over 40 years, you will have stability, career growth opportunities, and will work with the brightest minds in the industry. And we are committed to a diverse and inclusive culture that will help our organization thrive! We seek diversity in many areas such as background, culture, gender, ways of thinking, skills and more.

If you want to learn more about us visit us at www.panasonic.aero. And for a full listing of open job opportunities go to www.panasonic.aero/join-us/.

The position:
A key leader in the Customer Support Services organization. Responsible for the daily, tactical operations of the Customer Performance Center (CPC) Service Operations Support (SOS) group. Ensures that any operational problems discovered with the Panasonic Global Connectivity Network, its infrastructure, or its applications are remediated as quickly as possible. Communicates clear tactical information to customers. Proactively performs work to identify existing or potential failures within the network. Key accountabilities include maintaining a 24/7 call center support group, technical (maintenance) planning and analysis, and management of Quality Assurance issues within the CPC Service Operations organization.

Strategic and Operational

  • Accountable for delivering optimal performance of connectivity services to all customers.
  • Measures performance 24/7 using KPIs designed to continuously assess service levels delivered to PAC customers & CPC Service Ops organizational performance
  • Ensures CPC Service Operations are seamless across shifts, inputs/outputs to CPC homerooms and other PAC departments are defined and functional and communications are clear, appropriate and professional
  • Provides technical support to all PAC airline customers and Panasonic support personnel.
  • Maintains clear knowledge of the supported global fleet / customer-base and other business environment changes to forecast 18 months of staffing needs and other associate budgetary needs.
  • Identifies the appropriate training required to maintain a consistent set of capabilities to meet the Service Operations needs of the CPC.
  • Ensures Passenger Care Operations meet all industry and customer requirements.
  • Performs all tasks in adherence with annual Business Plans. Escalates risks and opportunities against financial planning.
  • Ensures that relationships between CPC and 3rd party Supplier Organizations are clearly established, cost effective and maintained through regular oversight & follow up status reviews as necessary. Coordinates with Procurement and Service PM org as needed.

Customers and Quality of Service Oversight

  • Ensures that the quality of communications between PAC internal personnel and external customers meets or exceeds PAC corporate standards. Continuously drives to improve internal/external customer satisfaction
  • Responsible for providing clear tactical communications to affected customers during planned or unplanned network and service events.
  • Develops Key Performance Indicators (KPIs) among team to consistently work toward enhancing PAC’s reputation among customers and suppliers.
  • Develops and maintains a Service Catalog detailing the capabilities of the CPC Service Operations group, including service level agreements and requirements of customers to meet those agreements.
  • Support CSS and Regional Account Management in customer communications as necessary.
  • Ensure service capabilities meet or exceed customer expectations through operational planning, commitment control and interdepartmental coordination.

Staff Development and Planning

  • Maintains a staffing plan that supports both 24/7/365 shift-based personnel supporting the needs of the direct staff required for this position as well as the homeroom personnel assigned to Service Operations Support functions.
  • Maintains a skills inventory containing an evolving demand of skills, staffing that supplies that demand, and identifies gaps between the two.
  • Define staff advancement paths for CPC personnel in conjunction with the department skills inventory.


What we’re looking for:

Education/Experience Requirements:

  • Bachelor’s degree or equivalent work experience.
  • 10+ years managing a technical support organization.
  • 5+ years project management experience.
  • Working knowledge of global civil aviation regulations and requirements.
  • Working knowledge of aviation maintenance training and technical publications methods and standards.

Knowledge/Skills Requirements

  • Outstanding customer service track record.
  • Excellent written and verbal communication skills including ability to present to executive decision makers.
  • Technical knowledge of In-Flight Entertainment & Connectivity systems and related components.
  • Ability to organize and implement department objectives.
  • Ability to plan, assign, train, and direct employees.
  • Ability to interview, hire, and appraise employees.
  • Highly developed team building skills.
  • Demonstrably self-motivated, well organized and detailed oriented.
  • Needs to work well with people under pressure including people from diverse cultural and political backgrounds.
  • Working knowledge of Site Reliability Engineering concepts.
  • Expert knowledge of implementation of Operations and Tech Support systems, and tools.
  • Participates with other senior company leaders to establish strategic plans and objectives.
  • Works on complex issues where analysis of situations or data requires in-depth knowledge of the company.
  • Directs and controls activities of a broad functional area through several department managers within the company.

Other:

  •  May require travel, up to 20% of the time to domestic and/or international locations.

Our Principles:

Contribution to Society | Fairness & Honesty | Cooperation & Team Spirit | Untiring Effort for Improvement | Courtesy & Humility | Adaptability | Gratitude


What we offer:

At Panasonic Avionics Corporation we realize the most important aspects in leading our industry are the bright minds behind everything we do. We are proud to offer our employees a highly competitive, comprehensive and flexible benefits program.

  • We offer flexible remote work options depending on your role. Where possible, we offer fully remote or hybrid work opportunities.
  • Paid time off: Exempt Salaried employees receive unlimited PTO. This means that there is no fixed number, range, or limit to the amount of Personal and Vacation Days that may be taken for exempt employees. Non-exempt hourly employees accrue 14 vacation days per year + 7 sick days + 3 personal days. Accrual rate increases with tenure. All employees receive 11 company paid holidays per year plus a paid company-wide shut down in the U.S. between Christmas and New Year.
  • Health Insurance: Medical insurance offerings from Aetna and Kaiser (CA &HI). Options for Employee Only, Employee + Spouse/Domestic Partner, Employee + Children, or Family. Dental PPO and DMO options & Vision insurance through EyeMed or VSP.
  • 401K with 50% match on up to 8% contribution, full vested from day 1
  • Other offerings include: Wellness Program, Counseling services, FSA & HSA, Life Insurance for employee, spouse and child, AD&D Insurance, Long-term and Short-term disability, Critical Illness Insurance, Accident Insurance, Legal Assistance, Pet Insurance, Identity Theft Protection, Dependent Care FLSA, Education Assistance, Commuter Program, Employee Purchase Program, Service Award Program.

All applicants are subject to Company policies, third party customer and worksite requirements, and government requirements, regarding vaccination and/or testing for COVID-19.  Where permitted by applicable law, applicants may be required to be fully vaccinated with an authorized COVID-19 vaccine as a condition of employment, unless they are eligible for and obtain an exemption based on a reasonable accommodation because of a disability or a sincerely held religious belief, practice, or observance. While the Company strongly encourages COVID-19 vaccinations, it may require vaccination and/or testing for positions in which third party customer, worksite, or government requirements apply, in accordance with applicable law. At those locations where requirements apply, exemptions will be considered based on applicable law.

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, 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 Avionics Corporation.

#LI-SR1
#LI-Hybrid

REQ: REQ-129012 Technical Service and Repair

  • Irvine, CA, United States
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As a global policy, Panasonic does not recognize resumes or other application materials submitted from staffing agencies and search firms outside of our system. Therefore, please do not submit resumes or other application materials through the external Panasonic web site or directly to our employees. Any resumes or other application materials submitted through the external web site or directly to employees of Panasonic or any of its subsidiaries or affiliates will not be eligible for any agency fee, and the resume and other application materials will be added to our database for direct recruitment.

Panasonic assigns only certain positions to approved staffing agencies and search firms that have a current agreement with Panasonic in place. Not all positions are eligible for an agency fee.

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