We apologize for the inconvenience but the job you are looking for has been filled or it has been removed by the recruiter. For your reference, the original listing is shown at the bottom of this page.
Listed below are the top 10 out of 806 listings that are in the same industry and location as the job you were looking for. To see more than 10 listings, click here to search similar jobs in Secaucus, NJ
Belgacom International Career Services - New York, NY US
BICS (Belgacom International Carrier Services) delivers best in class global solutions for Voice, Messaging, Roaming, Connectivity and Mobile Financial Services ...
Overview: Managers are responsible for a defined work function and/or a suite of systems. Manage the resources necessary to support and execute all phases of ...
Description Job Description: Leads defined, approved projects through implmentation and completion cooirdinating across multiple functional teams wihin the ...
Manage large scale and/or moderately complex departmental and crossfunctional projects associated with the development and introduction of new orthopedic products. ...
Communication is the heartbeat of any Army National Guard unit. By joining the Army National Guard as a Signal Support Systems Specialist, you will keep the ...
Our client is currently seeking a Web Software Product Manager. Main Duties: * With a focus on the future, work closely with creative and technologists to design ...
This position will be responsible for application layer platform administration tasks with a focus on JAVAbased applications. The candidate will be responsible ...
Top tier firm is seeking an experienced Identity and Access Management Manager for a full time, permanent position. Good base+bonus+full benefits. Company offers ...
This position is with the IT Strategy Practice, with specific focus on Infrastructure Optimization Advisory Services. Work with Senior IT Busienss execs and ...
For your reference, we have included the original job posting below.
Customer Support and Service Manager
Job Number:
26291490
Company Name:
Panasonic
Job Location:
Secaucus, NJ US
Job Category:
Information Technology
Customer Support and Service Manager
Title: Customer Support and Service Manager Location: New Jersey-Secaucus
Panasonic North America is seeking to hire a full time Customer Support and Service Manager for the Enterprise Solutions Company in Secaucus, New Jersey.
The Customer Support and Service Manager will be responsible for building operational strategy and provide organizational leadership the for Enterprise Solutions field service team to deliver customer support, repair service, and LED board installation service for the Sports & Entertainment and Education verticals. Work closely with the Operations Group Manager and other key functions to develop and offer tiered service plans and cost-effective service capabilities that generate revenue, satisfy customers, and create higher-value opportunities for Enterprise Solutions. Improve usability of solutions to decrease service incidence and overall service costs. Travel regionally or domestically up to 30%.
Accountabilities:
Support/service program development
· Develop tier-based service programs (with standard service levels) to reduce service costs, improve customer satisfaction, and/or increase support/service plan revenue, while continuously enhance the Panasonic brand image for high quality technologically advanced products. · Collaborate with Engineering and Project Management to identify and contract with appropriate service companies for onsite maintenance and service contracts in accordance with PESC policies. · Establish service policy for solutions covering · Product introduction and spare parts supply. · Service response times, pricing of out-of-warranty plans, and servicer training on products supported. · Data tracking/reporting, service administration, servicer incentives, and customer call handling.
Service management
· Direct the field service network (supported by in-house field technician staff) to perform repairs at the required level of service, to Panasonic customers, integrators, and servicers, and provide feedback and claim requests as per the established process. · Supervise and perform efforts to analyze repair data to track and report on product quality and root cause. Work with PESC Maintain activity records and provide management reports as required. · Manage relationships with other product support groups across Panasonic to ensure cost-effective and customer-responsive support and service. · Evaluate, negotiate, and purchase specialized test equipment to be used by service network.
Voice of customer (VOC) and voice of technician (VOT) programs for customer usability
· Develop and oversee process to identify usability improvements (from the service, customer, and installer perspective) with a focus on reducing service costs while improving customer satisfaction. · Work closely with Engineering, Project Management, factories, and suppliers to identify root causes of problems and improve quality controls. · Participate in proposal and sales efforts where support and service is a key "win theme".
Logistics/financial management
· Develop and manage budgets and forecasts with focus on revenue generation and expense rationalization with effective control of service results. · Authorize warranty service claims based on customer's service tier, and approve payments to servicer based on defined performance metrics · Set up reverse logistics/exchange, and parts supply processes, using existing Panasonic internal services and processes, to track and analyze returned product and replenish customers as needed.
Team and professional development
· Identify and fulfill Service employee development and training needs to ensure that employees have the technical, organizational and interpersonal skills to establish true employee and customer satisfaction. · Arrange training seminars for self and service team to maintain knowledge of product and service solutions.
EDUCATION AND EXPERIENCE:
· BS degree in engineering field required, along with field service, engineering, or related customer management experience in the sports/entertainment and or education markets. · Experience managing fast-growing installed base (minimum $50M installed) with internal and third-party service teams. · Comprehensive working knowledge and able to successfully implement service strategies, practices, and applications · Extensive practical management experience in the electronics service industry. · Demonstrated knowledge and able to get up-to-speed quickly on video engineering, computer networking, and classroom technologies and applications. · Familiarity with national commercial electric codes. · Manage field technicians to administer third-party network for sports/entertainment and education solutions. · Dynamic leadership with ability to develop employees, and build teams across internal and external companies, cultures and business functions. · Travel regionally or domestically up to 30% · Project management, vendor relationships and negotiation, financial planning · Able to write business requirements documentation for process and systems development and improvement.
Interpret schematic diagrams, service manuals and other technical documents. Communications:(key communications contacts and level of persuasion required) · Work effectively with PESC and PNA executives to gain acceptance for support and service plans, using a combination of written, interpersonal, and presentation skills. · Strong communication and organizational skills to optimally manage group activities between installation, sales, process/solution improvement, service, and service administration. Must have demonstrated able to communicate with customers, vendors, consultants, and internal management.
