Overview

Reporting to the Technical Assistance Center (TAC) Manager, the Sr. TAC Support will be responsible for managing the open issues for PanaCIM EE™ and Gen2 software suites along with other peripheral modules. They will be the window person for the Technical Account Managers (TAM) to follow up and resolve open issues for customers.

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. As part of our team, you will push boundaries, take action, and face challenges alongside our customers to innovate experiences that define the changing world of work.

Watch this video (https://www.youtube.com/watch?v=BoeB34sJFMs&t=1s) to see how we connect talent to opportunity, work to tomorrow and solutions to purpose. Come join our journey!

Responsibilities

What you will get to do:

• Resolve customer problems via the hotline, chat, e-mail, faxes, other channels while maintaining awareness of the hotline call system and assuring hotline service levels are met.

• Provide assistance/consultations to customers in preparation for software installations.

• Resolve issues using Webex, Teamviewer, Microsoft Teams, and other remote support tools.

• Manage the issues from receipt to closure, this includes following up a due dates and alerting the TAM managers when an issue is not going to be closed on schedule

• Make sure all issues are entered into the SAP and CRM systems and cases created, and that follow-up actions are defined.

• Act as the subject matter expert and assist junior level staff and/or take over cases as needed.

• Coordination between multiple suppliers, subcontractors and project level agreements.

• Escalate all customer issues and problems with the development group to resolve bugs and submit software enhancements.

• Provide the logs and summary information needed for development to follow up on an issue.

• Document and share newly found information or trouble shooting techniques to the knowledge base.

Training and product specialization:

• Prepare training material, technical documents and procedural documents.

• Provide training and assistance to new technical support staff.

• As part of professional development, attend training sessions and stay current on industry trends and best practices.

• Continuously look for ways to improve TAC processes and procedures.

• Provide and analyze KPI reports to ensure service levels are maintained.

Qualifications

Education & Experience :

• Experience in the Surface Mount Technology (SMT) industry working with software products.

• 5+ years of work experience in electronics assembly and/or capital equipment sales and/or support markets.

• Networking and software installation experience preferred.

• Experience with SugarCRM is a plus.

• Technical degree or equivalent technical training and experience in a software discipline.

• Industry certification a plus.

Competencies :

• Understanding the SMT process and be able to determine the root cause of defects.

• Software coding experience a plus.

• Strong problem solving and troubleshooting skills utilizing various methodologies.

• Excellent communication skills (written, verbal, presentation) and ability to manage meetings.

• Strong attention to details, meeting deadlines and commitments required.

• Data analysis and reporting skills

• Ability to trouble shoot complex Network Communication Issues and application software errors (Server & Clients). To determine the root cause of communication errors and write technical reports.

• Understand ESXI server environment, Redhat/CentOS/Ubuntu and other Linux operating systems, SQL Server 2008/2012/2016/2019/2022, Windows server 2008/2012/2016/2019/2022 and docker environments.

• Understand use, configuration and installation of network hardware: switches, routes, scanners, and access points.

• Read debug logs and pinpoint areas of concern for problem resolution

• Strong communication skills (written and verbal). English is the primary language spoken. Spanish capability a plus.

Other:

• Possible travel up to 5-10%, as needed, for training and on-site support with overnight stays.

• May be required to work extended hours to complete special projects as required.

What We Offer:

• High Performance Culture

• A focus on Diversity, Equity and Inclusion

• Teamwork and Collaboration

• Rewards and Recognition

• Learning & Development Opportunities Across Multiple Business Units

• Competitive compensation packages

• Hybrid work model

• Comprehensive benefits

• Paid Parental Care Leave

• Educational Assistance

• Volunteer time off

• Total Well Being Program

• Employee Referral Program

Panasonic is proud to be an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender identity, sex, sexual orientation, national origin, disability status, protected veteran status, and any other characteristic protected by law or company policy. All qualified individuals are required to perform the essential functions of the job with or without reasonable accommodation. Pre-employment drug testing is required for safety sensitive positions or as may otherwise be required by contract or law. Due to the high volume of responses, we will only be able to respond to candidates of interest. All candidates must have valid authorization to work in the U.S. Thank you for your interest in Panasonic Corporation of North America.

#LI-AU1

#LI-Remote

The salary range of is just one component of Panasonic Connect's total package. Actual compensation varies depending on the individual’s knowledge, skills, and experience. This role may be eligible for discretionary bonuses and incentives.

Salary Range

$80,000 - $105,000 REQ-145939