Quality Issue Investigation and Resolution

• 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

Technical Documentation and Training

• 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

Quality Management

• 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

Education and Experience

• 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

Key Competencies

Interpersonal Skills

• 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

Problem-Solving Skills

• 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

Communication Skills

• Strong presentation skills focused on explaining complex technical processes and issues to both internal and external stakeholders
• Strong written and oral communication skills, with the ability to interface effectively and professionally with all organizational levels and management, internally and externally
• Strong interpersonal skills to interact with customers and team members
• Ability to communicate effectively with internal departments, including Factories, Technical Support, PMO, Sales, Product Teams, Spare Parts, Engineering, Order Processing, Accounting, and others

Other Requirements

• Ability to travel 70% of the time, domestically and internationally
• Ability to work independently and as part of a team

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 and 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.

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