Repair Service Representative II

Repair Service Representative II Job Summary

Senior level customer service representative, handling high profile customer accounts for new orders/quotes, product returns, warranty and resolution of billing/collections issues. Serves as escalation point for addressing and resolving customer issues. Provides recommendations to management on process improvement and participates in lean and customer-service teams.

• Primary contact for high profile customer accounts for new orders/quotes, product returns, warranty and resolution of billing/collections issues.
• Routinely monitors the repair cycle for turnaround time conformance and coordinates resolution of bottlenecks in the repair cycle.
• Maintains and updates Customer Profiles as customer requirements change.
• Ensures that efficient processes and procedures are in place in the Repair Station to expedite processing of customer repair orders.
• Serve as primary interface with Seat Vendor and Production OEM Partners.
• Perform as active repair representative to the Corporate RMA returns board.
• Provide recommendations to management to mitigate supply chain and capacity induced delays, using knowledge of Repair workflow.
• May attend onsite working together meetings and customer service reviews to achieve improved customer service.
• Actively participates in customer service satisfaction planning and initiatives.

The salary or hourly wage range of $22.06 – $37.98 is just one component of Panasonic’s total package. The final offer amount may vary based on factors including but not limited to individual’s knowledge, skills, experience, and location. In addition, 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.

• High School Diploma or equivalent internationally recognized qualification.
• 4 years of related experience.

• Must be able to work effectively in teams to satisfy customer requirements.
• Must be able to effectively communicate with various levels internally and in customer organizations, handling routine to complex customer service issues.
• May occasionally be expected to address and resolve escalated cases.
• Participates in Kaizen Lean action teams, learning and incorporating new concepts in daily work processes.
• Leads the documentation of work procedures, work instructions and quality operating procedures, in accordance with AS9100 requirements.
• Demonstrated proficiency and expertise with Oracle to process customer goods through the repair process to conclusion and billing.
• Identifies repair processes and makes recommendations for improvement and implement solutions.
• Must be familiar with repair work procedures, work instructions and quality operating procedures.
• Possess understanding of certification requirements of relevant regulatory authorities and a solid understanding of the IFE business.
• Clear understanding of the differences inherent in both the 14
  
  CFR Part 145 and the Manufacturing Part 21 work performed by the Repair Station.
• Excellent written and verbal communications skills for daily communications with internal and external customers for routine to complex customer service issues.
• Ability to perform in high-stress, high pressure environment.
• Must have a working knowledge of Microsoft Office applications.
• Determines methods and procedures on new assignments.
• Works on problems of moderate to diverse scope.
• Understands implications of work and makes recommendations for solutions.

• May be required to travel and represent repair directly with customers.

• Paid time off:
  Exempt salaried employees receive flexible paid time off. No fixed number, range, or limit to Personal and Vacation Days. 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. Additional compensation is provided for hours worked on…