Field Service Tech - Dallas​/Houston

Overview

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 across the Midwest region through interaction of service and factory support. Uses technical knowledge to make decisions regarding repair of product and software.

At Panasonic Connect, we connect the power of people and technology to change work, advance society and help connect to tomorrow. Empathy, results, relentlessness and teamwork are the foundations of the Panasonic Connect Culture. Our mission is to elevate the employee experience by empowering individuals to use their voice and have a positive impact on our business.

• Technical Knowledge Support:
  Provides technical support for one or more products or processes that Panasonic SMT solutions provide.
• Onsite service:
  Carries out technical assignments to install, modify, and repair factory automation equipment and software at customer sites, with minimal assistance or supervision.
• Product knowledge:
  Maintains knowledge of the SMT process, including machine programming, configuration and manufacturing processes.
• Customer issue resolution:
  Maintain a proactive approach in resolving customer and internal company project issues, while exercising effective time management.
• Onsite project management:
  Assume responsibility for onsite service project management, prioritizing equipment and technical issues, communicating with pertinent parties, and completing assignments within time expectations.
• Installations and projects:
  Demonstrate strong capability to complete software (LNB/DGS) and equipment installations and projects.
• Troubleshooting:
  Perform effective and efficient troubleshooting in potentially high-pressure circumstances to achieve 100% problem resolution within 24 hours of arrival at the customer site.
• Customer communication:
  Provide customers with timely and accurate technical information in a positive, straightforward, and professional manner. Conduct meetings with customers to address open issues.
• Training:
  Provide basic software system and equipment operation, troubleshooting, and maintenance training to customers.
• Support and documentation:
  Assist TAC in covering Telephone Hot Line. Create Service Notifications and other documentation for communication of problem resolution for future use.
• Documentation and reporting:
  Prepare equipment documentation and reports, including installation reports, acceptance reports, service orders, installation documentation, warranty reports, “Tech Tips,” SAP reports, project reports, and corrective action recommendations as necessary.
• Factory liaison and maintenance:
  Provide assistance with Factory Modifications, equipment refurbishment, rebuilds, maintenance programs, and equipment calibration projects; assist customers with site preparation for equipment installations.
• Administrative tasks:
  Manage travel arrangements, expense reports, and coordination of activities with customers.

• Supports sales force in developing and maintaining close account relationships and satisfying technical customer requirements.
• Act as liaison between Field Service Technicians, TAC Support, and Sales/Marketing; provide timely feedback to sales regarding information gathered at customer sites.
• Supply technical information to factory/customers to resolve technical issues.
• Participate in exhibitions and demonstrations of equipment at trade shows, demo rooms, or customer sites; respond to technical and specification questions and concerns.

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

• Two-year Technical or Vocational school, or relevant military training required.
• Two - Three years industry experience preferred.
• Functional ability to operate a PC and appropriate software programs preferred to accomplish duties.
• Ability to…