Field Service Technician

Overview

(Must Reside in the Mount Pleasant, WI Area)

The main responsibility is to provide onsite technical support to customer 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

Technical Knowledge Support

• Provides technical support for one or more products or processes that Panasonic SMT solutions provide.
• Carries out technical assignments to install, modify, and repair factory automation equipment and software at customer sites, with minimal assistance or supervision.
• Maintains knowledge of the SMT process. Understanding not only the machine but the programming, configuration and manufacturing processes.
• Maintain a proactive approach in resolving customer and internal company project issues, while exercising effective time management.
• Assume responsibility for onsite Service project management, prioritizing equipment and technical issues for immediate corrective actions, communication with pertinent parties, and completing personal and on-site team assignments within time expectations.
• Demonstrate strong capability to complete software, (LNB/DGS), and equipment installations and projects.
• Effective and efficient troubleshooting, while working in potentially high-pressure circumstances, in achieving 100% problem resolution of repair activity within 24 hours of arrival at customer site.
• Provide customers with timely and accurate technical information in a positive, straightforward, and professional manner. Conducts meetings with customers to address open issues.
• Provide basic software system and equipment operation, troubleshooting, and maintenance training to customers.
• Assist TAC in covering Telephone Hot Line. Conduct research to resolve customer issues to ensure an excellent overall custom experience. Create Service Notifications and other documentation for communication of problem resolution for future use in addressing similar issues.
• Prepare equipment documentation and reports, including installation reports, acceptance reports, service orders, installation documentation, warranty (“Q”) reports, “Tech Tips,” SAP reports, project reports, corrective action recommendations as necessary.
• Provide assistance with Factory Modifications, equipment refurbishment, rebuilds, predictive/corrective maintenance programs, and equipment calibration projects.
• Provide assistance and consultative services to customers in site preparation for equipment installations.
• Effective management and execution of administrative tasks, such as travel arrangements, expense reports, coordination of activities with customers, etc.

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.
• Participate in exhibitions and demonstrations of equipment, at trade shows, PA demo room, or at customer sites, informing customers and responding to technical and specification questions and concerns.

Factory Liaison

• Maintains clear communication and strong relationships with factories to incorporate product/customer specifications.  Reports technical data from customer visits to the factories

Education & Experience: 

• Two-year Technical or Vocational school, or relevant military training required.
• Two - Three 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

Competencies:

• Ability to resolve conflicts thinking strategically and embraces collaborative engagements.
• Capability of showing technical leadership in the development of the service team.  
• Ability to take necessary action to ensure objectives are fully achieved, and deadlines and commitments are met.
• A high degree of initiative, creativity, and trouble-shooting skills, along with a highly collaborative, detail-oriented, and organizational nature are critical to success, due to the highly complex nature of technical and interpersonal situations encountered in day-to-day activities.
• Solid functional capabilities in use of PCs and widely varied software applications.

Communications:

• Strong written and oral communication skills, with the ability to interface effectively and professionally with all organizational levels and management, internally and externally, are required and essential to success in this position, and in Panasonic activities, in general.
• Capability in effective communication with internal departments (Technical Support, PMO, Sales, Product Teams, Spare Parts, Engineering, Order Processing, Accounting, etc.)

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 75%, 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 and reviewed.

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 wage range 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.

Thank you for your interest in Panasonic.

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Salary Range

$29 - $33 hr + Bonus REQ-155792