Field Service Technician

Field Service Technician

The Field Service Technician provides onsite technical support for customer-specific products, developing a strong understanding of our product's technical specifications to deliver a high level of assistance to customers. This role delivers professional support and repair at customer sites through close collaboration between service and factory support teams and uses technical knowledge to make sound decisions regarding the repair of equipment and software.

Responsibilities:

• Technical Knowledge Support:
• Provide technical support for one or more products or processes within Panasonic's SMT solutions.
• Carry out technical assignments to install, modify, and repair factory automation equipment and software at customer sites, with minimal assistance or supervision.
• Maintain in-depth knowledge of the SMT process, including the machine, programming, configuration, and manufacturing processes.
• Assume responsibility for onsite service project management, prioritizing equipment and technical issues for immediate corrective action, communicating with relevant parties, and completing personal and on-site team assignments within expected time frames.
• Demonstrate strong capability to complete software and equipment installations and projects.
• Troubleshoot effectively and efficiently, often in high-pressure circumstances, achieving 100% problem resolution of repair activity within 24 hours of arrival at the customer site.
• Provide customers with timely and accurate technical information in a positive, straightforward, and professional manner, including conducting meetings to address open issues.
• Provide basic software system and equipment operation, troubleshooting, and maintenance training to customers.
• Assist the Technical Assistance Center in covering the telephone hotline, conducting research to resolve customer issues and ensure an excellent overall customer experience; create service notifications and other documentation to support resolution of similar issues in the future.
• 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.
• Provide assistance with factory modifications, equipment refurbishment, rebuilds, predictive and corrective maintenance programs, and equipment calibration projects.
• Provide assistance and consultative services to customers in preparing sites for equipment installations.
• Manage and execute administrative tasks effectively, such as travel arrangements, expense reports, and coordination of activities with customers.
• Sales Support:
• Support the sales force in developing and maintaining close account relationships and satisfying technical customer requirements.
• Serve as a liaison between Field Service Technicians, TAC Support, and Sales and Marketing during the initial portion of the product life cycle, providing timely feedback to sales regarding information gathered from customers.
• Supply technical information and other details to the factory and customers to resolve technical issues.
• Participate in exhibitions and demonstrations of equipment at trade shows, the PA demo room, or customer sites, informing customers and responding to technical and specification questions and concerns.
• Factory Liaison:
• Maintain clear communication and strong relationships with factories to incorporate product and customer specifications.
• Report technical data from customer visits back to the factories.

Qualifications:

• Education and Experience:
• Technical degree preferred. Two-year technical or vocational school education, or relevant military training, required. Two to three years of industry experience preferred.
• Functional ability to operate a PC and appropriate software programs preferred to accomplish the duties listed above.
• Ability to travel as required by the position.
• Key
  
  Competencies:
• Ability to resolve conflicts by thinking strategically and embracing collaborative engagement.
• Capability to show 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 troubleshooting skill, along with a highly collaborative, detail-oriented, and organized nature, is critical to success given the complex technical and interpersonal situations encountered in day-to-day activities.
• Solid functional capability in using PCs and a wide variety of software applications.
• Communication:
• 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 generally.
• Capability to communicate effectively with internal departments, including Technical Support, PMO, Sales, Product Teams, Spare Parts,…