Field Service Tech - Electronics Manufacturing

Overview

Panasonic Connect is a leading manufacturer of SMT (Surface Mount Technology) production machines. Our SMT process lines automate the manufacture of complex electronic circuit boards for use in Smart Phones, Automotive, Avionics, Consumer Electronics and many other applications.

The main responsibility of our Field Service Technicians is to provide onsite technical support to customer specific Panasonic products including installation and troubleshooting of SMT Manufacturing production machines. The ideal candidate will have an aptitude for building and repairing complex electrical and mechanical systems. The role requires extensive travel both internationally and domestically. Full training will be provided.

• 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 technical support for one or more products or processes that Panasonic SMT solutions provide.
• Carry out technical assignments to install, modify, and repair factory automation equipment and software at customer sites, with minimal assistance or supervision.
• Maintain 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, exercising effective time management.
• Assume responsibility for onsite service project management, prioritizing equipment and technical issues for immediate corrective actions and completing assignments within time expectations.
• Demonstrate strong capability to complete software (LNB/DGS), and equipment installations and projects.
• Provide effective and efficient troubleshooting, achieving 100% problem resolution within 24 hours of arrival at a customer site.
• Provide customers with timely and accurate technical information in a positive, straightforward, and professional manner, conducting meetings to address open issues.
• Provide basic software system and equipment operation, troubleshooting, and maintenance training to customers.
• Assist TAC in covering the telephone hotline and conduct research to resolve customer issues to ensure an excellent overall customer experience, creating service notifications and documentation for future use.
• Prepare equipment documentation and reports, including installation, acceptance, service orders, warranty reports, tech tips, SAP reports, project reports and corrective action recommendations.
• Assist with factory modifications, equipment refurbishment, rebuilds, predictive/corrective maintenance programs and equipment calibration projects.
• Consultative services to customers for site preparation for equipment installations.
• Manage administrative tasks such as travel arrangements, expense reports, coordination of activities with customers, etc.
• Support the sales force in developing and maintaining close account relationships and satisfying technical customer requirements.
• Liaise between field service technicians, TAC support, and sales/marketing during the initial portion of the product life cycle, providing timely feedback to sales regarding information gathered at customer sites.
• Supply technical information and other details to factory/customers to provide resolution of technical issues.
• Participate in exhibitions and demonstrations of equipment at trade shows, PA demo rooms or customer sites, answering technical and specification questions.
• Maintain clear communication and strong relationships with factories to incorporate product/customer specifications and report technical data from customer visits to the factories.

Education & Experience:

• Two-year technical or vocational school, or relevant military training required.
• Two to three years of industry experience preferred.
• Functional ability to operate a PC and appropriate software programs preferred.
• Ability to travel as required by the position.

Competencies:

• Resolve conflicts strategically, embracing collaborative engagements.
• Show technical leadership in developing the service team.
• Take necessary action to ensure objectives are fully achieved and…