TAC Support II (Software) - PCONA Panasonic Connect North America

As part of the TAC team, the TAC Support II 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. They will also provide assistance to the junior team to reach a resolution and provide guidance escalating to the appropriate development teams, when needed, for a resolution and for providing technical assistance to both internal and external customers.  This support includes but is not limited to PanaCIM operation, programming (DGS, PT200), Line controllers (LNB/iLNB), and machine software.

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 to see how we connect talent to opportunity, work to tomorrow and solutions to purpose.  Come join our journey! 

What you will get to do:

Technical Support for and software products and related peripherals:

• Resolve customer problems via the hotline, chat, e-mail, faxes, and any other modes of contact as required while maintaining awareness of the hotline call system and assuring hotline service levels are met.
• 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, no matter the source (customer engagement, phone call, or E-mail), get entered into the system and cases created and a follow-up action are defined
• Provide assistance to junior staff members and provide guidance as needed.
• Resolve issues using Webex, Teamviewer, Microsoft Teams, and other remote support tools.
• Keep TAM managers updated on status of their customer’s open issues
• Close out as many issues as possible by following up with PIT Team, the factory and TAM managers to get closure
• Continually improve skills to gain higher level of product knowledge with minimal supervision.

Investigation and Escalation

• Escalate all customer issues and problems with the development group to resolve bugs and submit software enhancements while providing customer timely feedback on progress of their issues and maintaining records of all escalated problems.
• Provide the logs and summary information needed for development to follow up on an issue.
• Ensure that all affected parties including Field Service, PMO and Sales of solutions when available.
• Document and share newly found information or trouble shooting techniques with other hotline, engineering, technical service managers and field service teams.

Technical Resource both Internal and External:

• Provides customers with timely and accurate technical information in a positive and straightforward manner.
• Provide assistance/consultations to customers in site preparation for software installations.
• Ability to trouble shoot complex Network Communication Issues and application software errors (Server & Clients).  To determine the root cause of communication errors and write a good technical report.
• 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

Training and product specialization:

• Provide training and assistance to all new technical support staff when possible.
• Stay up to date with the latest products and understand new features to develop a deep understanding of the capabilities of the software products.
• As part of professional development, attend training sessions and other learning opportunities provided by the company to stay current on the latest trends and best practices in the industry.

Follow all TAC procedures:

• Use CRM system to enter data and follow all TAC procedures
• Provide guidance to staff members not following processes and procedures

Continuously look for ways to improve TAC processes and procedures

Education & Experience: 

• Technical degree or equivalent technical training and experience in software discipline
• 3+ years of work experience in electronics assembly and/or capital equipment sales and/or support markets preferred
• Experience working with Panasonic SMT and PTH equipment preferred
• Industry certification a plus
• University degree in related field preferred
• Proficiency in various computer OS and Office products.
• Experience with SugarCRM is a plus.

Competencies:

• 3-5 years of work experience in SMT industry working with software products
• Understanding the SMT process and be able to determine the root cause of defects.
• Strong communication skills (written and verbal).  English is the primary language spoken.  Spanish capability a plus.
• Strong PC and appropriate software skills required.
• Software coding experience a plus
• Networking and software installation experience preferred
• 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
• Must work with all levels of technical personnel within the company and with outside companies.
• Must be able to resolve complex technical issues using troubleshooting skills and technical knowledge and escalate as necessary.

   Communications:          

• Communicate effectively with other Panasonic staff and Executive Management, key customers, executive and project management staff for our clients and partners.
• Must have excellent written and verbal communications skills, including ability to provide clear and detailed technical reports and presentations
• Coordination between multiple suppliers, subcontractors and project level agreements.
• Being a good listener
• Must have excellent customer service skills.
• Highly collaborative
• Clear, concise, and timely communication skills are essential, as well as the ability to remain organized and self-directed in a fast-paced environment.

     Other Requirements:

• Possible travel up to 5-10%, as needed, for training and on-site support with overnight stays.
• Ability to work well with minor supervision.
• May be required to work extended hours to complete special projects as required.