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For your reference, we have included the original job posting below.
Field Technician- Northeast and Central Territory
Job Number:
26291486
Company Name:
Panasonic
Job Location:
Secaucus, NJ US
Job Category:
Information Technology
Field Technician- Northeast and Central Territory
Title: Field Technician- Northeast and Central Territory Location: New Jersey-Secaucus
Panasonic North America is seeking to hire a full time Field Technician for the Enterprise Solutions Company in Secaucus, New Jersey. The Field Technician will cover the Northeast and Central Territory. The Northeast and Central Territory will consist of States:
Maine, New Hampshire,Vermont, Massachusetts, Connecticut, Rhode Island, New York, New Jersey, Pennsylvania, Maryland, Delaware, Washington DC., Ohio, Indiana, Michigan, Illinois, and Wisconsin
Basic Function:
Support product installation for LED signage/scoreboards and other sports/ entertainment solution areas. Apply all installation work to gaining knowledge to maximize customer satisfaction through delivery on future service needs, and improvement of solutions effectiveness and usability. Perform repairs as needed, and manage performance of field service network.
Accountabilities:
System Installation
· Participate as project team member in all phases of LED scoreboard and digital signage installations in the sports and entertainment space. · Collaborate with Engineering to review and edit product operating instructions, service manuals, and technical guides for accuracy prior to furnishing to customers.
Performance repair activity
· Assist customers, third-party servicers, integrators, and internal staff by phone, email or in person with technical questions or difficulties, while practicing good customer-first principals. · Perform repair activities including task planning, parts ordering, and repair execution. · Investigate quality problems reported by the field, through customer discussions, call center cases, or through service claims information. · Work with Engineering to re-evaluate solution after any production change in hardware, firmware, or software. · Generate/review estimates for out-of-warranty service actions. · Interface with Panasonic support functions for any Panasonic product installed with customer, in order to ensure provision of effective support.
Management of Service Network
· Review service ticket data (part numbers, repair times, and general comments in Service Bench or similar system) to ensure proper completion, documentation, and customer satisfaction. · Audit Authorized Servicers in territory to ensure compliance with Panasonic requirements. · Develop, organize, and deliver operational, application / installation training classes as required. Provide Servicers in assigned territory information and training pertaining to Panasonic policies, procedures, programs, and contractual obligations.
Voice of Customer (VOC) and Voice of Technician (VOT) programs for customer usability
· Work closely with Engineering and Project Management to identify usability improvements, from the service, customer, and installer perspective, with a focus on improvements that can reduce service incidences and costs while improving customer satisfaction. · Assess and offer recommendations based on customer needs and expectations, product/solution design, limitations, costs, installation effort, safety, servicer needs, and overall usability requirements for all phases of the product/solution lifecycle. · Review and coordinate solutions to technical and quality problems, and provide informal training as needed. · Ongoing collaboration with other Enterprise Solutions team members, and self-education of relevant, digital technologies and product trends to effectively perform system installation and service activities
Analysis · Assess repair data to track and report on product quality and root cause to engineering, project management, and suppliers. · Provide management with written reports as required for installations and service activity .
EDUCATION AND EXPERIENCE:
· BSEE degree or equivalent experience, with demonstrated track record of success. · Experience with LED scoreboard and digital signage engineering, installation, or repair is required and absolutely essential. Candidates without experience in this area will not be considered. · Experience working with or managing field territory of service companies and installed systems/customers. · Able to climb scaffolds/towers up to 200 feet high. Able to lift 50 pounds. · Minimum three years experience preferred in the following technology areas: ? LED cabinetry, power supply, wiring, and signal flow. ? ClickEffects for video content management. ? Fiber optic communications, DVI, RS-232, and Ethernet networking. ? Video scaling/conversion, distribution, and processing equipment. ? Broadcast control room product technologies. ? Basic AC/DC circuitry. ? Electronic test/repair equipment (display metering, volt meters) for troubleshooting and repair. ? PC tools for LED board control such as loading of BIN files into Scan cards, firmware upgrades, etc. ? CAD software for editing wiring diagrams and other plans. ? Classroom/educational technology solutions involving projectors, electronic whiteboards, classroom audio, and security. ? Able to interpret written instructions/diagrams, schematics, etc. as presented in service manuals, and operating instructions. ? Experience with ServiceBench or other online, third-party service administration, dispatch, and reporting systems is helpful.
· Manage workload among service team, third-party service network, and self to ensure turnaround time meets or exceeds expectations. · Able to travel domestically approximately 60% (focus on regional activity). · Able to plan and conduct work requiring judgment in independent evaluation. · Willing to provide weekend gameday/onsite presence (as per sales contracts or if third-parties not available) and be on call for phone support/troubleshooting if called.
Problem Solving: · Proven performer with demonstrated ability to handle high-pressure situations and multiple efforts simultaneously. · Understanding of electronics and hardware systems usability from the customer perspective.
Communications: · Strong written and verbal communications skills, particularly about technical concepts to both technical and non-technical customer personnel. · Strong organizational and communication skills to manage and prioritize technical service activity (including by third-parties) with attention to customer needs, while contributing to systems installations.
