The Post-Sales Associate Engineer will support Panasonic TOUGHBOOK customers, Sales Engineers, and Sr. Sales Engineers in delivering exceptional post-sales technical assistance to our 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.

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This entry-level role focuses on learning and assisting with troubleshooting, documentation, software development, documentation, and customer support activities to ensure smooth deployment and maintenance of TOUGHBOOK solutions. Working closely with Pre-Sales Engineers, customers, and internal teams, the Post-Sales Associate Engineer leverages technical expertise and a structured troubleshooting methodology to ensure customer satisfaction and minimize product-related disruptions.

This engineer will utilize a scientific approach to replicate environments, form hypotheses, isolate root causes, and deliver clear solutions. In addition to resolving field issues, the Post-Sales Associate Engineer is also responsible for coordinating technical escalations with factory engineering and third-party partners if and when required.

Technical Troubleshooting, Issue Resolution, & Continued Education

• Assist Sales Engineers and Sr. Sales Engineers in recreating customer environments to replicate and isolate issues involving TOUGHBOOK hardware, software, or configuration.
• Use hypothesis-based testing to work with SE and Sr. SE teams to determine root causes for problems related to:
  • WWAN performance and cellular carrier (AT&T, Verizon, T-Mobile) troubleshooting
  • WLAN/Bluetooth connectivity
  • Battery optimization and power management
  • Hardware components and accessory compatibility
  • Docking station integration and behavior
• Participate in training sessions to build technical expertise and product knowledge

Cross-Team Collaboration & Customer Communication

• Partner with Pre-Sales Engineers to gather context and transfer technical investigations.
• Deliver clear, actionable resolution steps for customer implementation.
• Collaborate with Sales, Product Management, and Engineering to share findings and contribute to future product improvements.

Escalation Management

• Escalate unresolved technical issues to Sr. SE, Panasonic factory teams or third-party solution partners.
• Track and manage escalations to ensure timely responses and resolutions.
• Consolidate technical findings and documentation to support escalation and closure processes.

Documentation Knowledge Sharing & Customer Support

• Maintain internal documentation of replicated issues, troubleshooting steps, and final resolutions.
• Contribute to internal knowledge base articles and field guidance documentation.
• Provide technical feedback loops into Pre-Sales, Support, and Product teams to help improve field reliability.
• Provide excellent customer service and communicate effectively with clients under supervision
• Travel to customer locations to share knowledge and test solutions with supervision from Sr. SE Teams.

Basic Qualifications

• Basic understanding in post-sales support, technical troubleshooting, or IT systems deployment
• Basic knowledge of rugged computing devices, Windows operating systems, and enterprise deployment workflows
• Basic familiarity with mobile broadband (WWAN), WLAN, Bluetooth, and common enterprise IT infrastructure
• Strong communication and problem-solving skills.
• Willingness to learn and adapt in a fast-paced environment.

Scope

• Grade Level: Individual Contributor
• Exempt, Full-Time
• Reports to: Senior Manager or Associate Director, Post-Sales & Government Engineering
• Travel: Up to 20% (may include customer site visits or testing at integration labs)

Education and Experience

• Bachelor’s Degree in Information Technology, Computer Science, Engineering, or equivalent work experience
• 0-2 years in a technical support or engineering role (pre- or post-sales) preferred
• Basic hands-on experience with Microsoft Endpoint Configuration Manager (SCCM), Microsoft Deployment Toolkit (MDT), or Intune is strongly preferred
• Any experience with carrier connectivity tools, networking, and endpoint management preferred

Key Competencies

• Root Cause Analysis and Problem Solving
• Cross-Functional Communication
• Technical Escalation Management
• Scientific Troubleshooting Methodology
• Attention to Detail and Documentation Discipline
• Customer-Focused Resolution Mindset

Other Requirements:

• Travel is up to 20%

Benefits & Perks – What’s In It For You

Panasonic is committed to supporting your total wellbeing through a wide variety of benefits and wellness programs to support your physical, emotional, financial, social, and environmental health. Here’s what you can expect:

• Health Benefits – Offering medical, dental, vision, prescription plans, plus Health Savings Account and Flexible Spending Account options.
• Voluntary Benefits – Life, accident, critical illness, disability, legal, identity theft, and pet insurance.
• Panasonic Retirement Savings & Investment Plan (PRSIP) – 401(k) plan with company matching contributions and immediate vesting.
• Paid Time-Off Benefits – Vacation, holidays, personal days, sick leave, volunteer, and parental & caregiver leave.
• Educational Assistance – Tuition reimbursement for job-related courses after six months of service.
• Health Management and Wellbeing Programs –Lifestyle Spending Account, EAP, virtual health management, chronic condition, neurodiversity, tobacco cessation, substance abuse support, and life stage and fertility resources. Available to eligible employees starting the first day of the month following your start date. Eligibility for each benefit may vary based on employment status, location, and length of service.

We Take Opportunity Seriously:

At Panasonic, we are committed to a workplace that genuinely fosters inclusion and belonging. Fairness and Honesty have been part of our core values for more than 100 years and we are proud of our diverse culture as an equal opportunity employer.

The salary range listed below is just one component of Panasonic’s total package. Actual compensation varies depending on the individual’s knowledge, skills, experience, and location. This role may be eligible for discretionary bonuses and incentives. *The minimum hourly wage for this role will be the greater of the posted range, or minimum wage for the location where the employee will be working, subject to local minimum wage requirements.

We understand that your career search may look different than others and embrace the professional, personal, educational, and volunteer opportunities through which people gain experience. If you are actively looking or starting to explore new opportunities, send us your application!

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or other characteristic protected by law. All qualified individuals are required to perform the essential functions of the job with or without reasonable accommodation.

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.