Sr. Manager, Service

REQ: REQ-113547 Sales Support/Operations

  • Newark, NJ, United States
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Panasonic – Group Manager, Service

Every moment of every day, people all over the world turn to Panasonic to make their lives simpler, more enjoyable, more productive and more secure. Since our founding almost a century ago, we’ve been committed to improving peoples’ lives and making the world a better place–one customer, one business, one innovative leap at a time. Come join our journey.

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What You’ll Get to Do:

Product Repairs Leadership

  • Provide day to day leadership to service group (Internal and External Groups)
  • Provide high level support for IW and OW repairs on Mobility products
  • Root cause and corrective action procedures to address product QA and Repair issues (inc recall projects)
  • Communicate to customer quality expectations clearly throughout the organization, ensuring solution design, deployment processes, and business systems meet those customer quality expectations
  • Maintain/Improve the Service Management System (IT Platform & Processes) for repairs with QA and factory’s assurance
  • Execute on Service Partner setup for Mobility products and solutions
  • Update and improve the infrastructure of system processes to meet the changing needs of PSSNA HQ team projects and Mobility customers
  • Direct the organization to set and achieve service KPI’s & TAT goals for new and existing products and services. Develop policies and procedures that are compliant with Business Divisions PNA directives.
  • Develop measureable metrics and set up necessary data collection and reporting systems
  • Audit the Mobility service and support processes with Quality team in accordance with PNA - MSBD policy
  • Coordinate across functional areas within Panasonic corporation globally
  • Planning and development of new service programs (including fiscal management), resource allocation and personnel supervision to ensure 100% execution against project/plan

Parts forecasting and Parts SCM

  • Develop policies and procedure in managing parts supply for IW & OW services, update and monitor execution and agreed KPI’s
  • Work closely with parts and factory team to ensure proper inventory levels. Forecast items to provide feedback to the parts team so repair and service TAT goals are met and to help reduce back orders.
  • Create weekly PSI reports for usage for Mobility product parts

Field Service

  • Manage onsite repairs and assignments for mobility products collaborating with Mobility Field Engineering as required
  • Help analyze problems and oversee ASP repairs that occur in the field
  • Oversee all mobility product repairs and help address escalations from call center, Sales or US customers

Quality Issues

  • Report back to QA and factory with information found on the front line by lead and call center techs
  • Develop with QA and factory, ideas on product improvements
  • Work closely with QA teams to understand technical product/solution service requirements, specifications to represent voice of the customer for ease of service

Technical Support

  • Provide management level support to US customers and Internal Sales and Service teams
  • Support internal product/solution to Sales, for Quality & Service Support
  • Facilities
  • Administration responsibilities for the US Service operations (ASP’s, NSC’s)
  • Process all billing and supply needs for service

Sales Support

  • Provide technical support and documentation to help address sales needs
  • Work with sales members to provide customer with support
  • Close communications with quick response times

What You’ll Bring:

Education & Experience:

  • BS in a technical discipline required or proven experience in service / technical organization
  • Minimum 5 years’ experience in a Technical Service role is required
  • 5 years’ experience working successfully in an organization working across business boundaries
  • Knowledge of electronics manufacturing and depot service delivery environment
  • Demonstrate strong management skills and the ability to thrive in a fast paced high pressure environment
  • Minimum 2 years’ experience managing a service / depot repair team for computer products
  • Solid understanding the North American Mobility Market is required

Other Requirements:

TRAVEL REQUIREMENTS: Significant Travel Required – International – Europe, Japan and Domestic – 25%

What We Offer:

  • Competitive compensation package
  • Comprehensive benefits
  • 401K
  • Pet Insurance
  • Paid Parental Care Leave
  • Employee Referral Program
  • Educational Assistance
  • Flexible Work Program
  • Volunteer time Off
  • Casual Dress Code
  • Total Well Being 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: REQ-113547 Sales Support/Operations

  • Newark, NJ, United States
Apply Apply

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.