Senior Quality Engineer - Field Support

Overview

The Senior Quality Engineer - Field Support is directly responsible for the investigation and resolution of quality issues for Panasonic Connect North America (PCONA) Mobility customers. This role provides support at customer locations and remotely, achieves quality department-established SLAs, and ensures that all compliance regulations and policies established for PCONA products and third‑party products supported by Panasonic are fully implemented.

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.

• Execute on‑site and remote investigation, testing, and resolution of quality issues reported by customers for PCONA Mobility products
• Investigate, evaluate, and test countermeasures, and provide final closure and satisfaction follow‑ups for quality issues by working on‑site and remotely with customers
• Work with PCONA and MSBD engineering managers to effectively communicate customers' status, needs, and requests for the agile and effective resolution of quality issues, maintaining focus on extreme customer satisfaction
• Support the resolution of post‑launch quality issues for all PCONA products and third‑party solutions
• Execute the processes required for the investigation, root cause analysis, and countermeasure actions for all quality issues

• Support the creation of technical materials and training on the execution of technical processes and procedures for customers and partners
• Create technical documents, guides, manuals, and addendums that support the resolution of quality issues and the improvement of configuration and repair processes
• Train customers and partners on the execution of technical processes and procedures to ensure compliance, performance, and quality

• Manage the quality issues ticketing system to ensure all communications and activities are handled in a timely manner according to established processes between PCONA and multiple factories

• B.S. in Mechanical, Electrical, Quality, Service or related Engineering required
• Minimum 10 years of engineering experience, preferably in Field Service and/or Product Engineering roles
• Demonstrated project management experience through the successful initiation, planning, execution, monitoring, and closing of projects; experience with project management tools such as Microsoft Project or Smartsheet is preferred; PMP or Six Sigma certifications are preferred
• Proven experience supporting the investigation and resolution of technical issues at customer locations through field engineering engagements
• Proven experience in the successful resolution of quality issues through technical information gathering, issue reproduction, root cause analysis, and development and acceptance of suitable countermeasures
• Proven ability to lead complex business customer engagements, up to the determination and approval of customer satisfaction countermeasures

• Ability to understand and relate with customers to build trustworthy and honest relationships, enabling effective management of complex issue resolution scenarios
• Ability to communicate clearly and persuasively across multiple levels within federal and civilian organizations
• Ability to resolve conflicts, influence decisions, and align goals in high‑pressure environments

• Strong analytical and problem‑solving skills
• Strong customer environment assessment capabilities
• Ability to create, follow, and promote organized and thorough technical troubleshooting policies
• Strong time management, priority allocation, and task management skills

• Strong presentation skills focused on explaining complex technical processes and issues to both internal and external stakeholders
• Strong written and oral…