Repair Service Representative II

Overview Repair Service Representative II Qualifications Who We Are: Ever wonder who brings the entertainment to your flights? Panasonic Avionics Corporation is #1 in the industry for delivering inflight products such as movies, games, WiFi, and now Bluetooth headphone connectivity! How exciting would it be to be a part of the innovation that goes into creating technology that delights millions of people in an industry that’s here to stay! With our company’s history spanning over 40 years, you will have stability, career growth opportunities, and will work with the brightest minds in the industry. And we are committed to a diverse and inclusive culture that will help our organization thrive! We seek diversity in many areas such as background, culture, gender, ways of thinking, skills and more. If you want to learn more about us visit us at www.panasonic.aero. And for a full listing of open job opportunities go to www.panasonic.aero/join-us/. The Position JOB SUMMARY Senior level customer service representative, handling high profile customer accounts for new orders/quotes, product returns, warranty and resolution of billing/collections issues. Serves as escalation point for addressing and resolving customer issues. Provides recommendations to management on process improvement and participates in lean and customer-service teams. MAJOR RESPONSIBILITIES.Description Primary contact for high profile customer accounts for new orders/quotes, product returns, warranty and resolution of billing/collections issues. Routinely monitors the repair cycle for turn time conformance and coordinates resolution of bottlenecks in the repair cycle. Maintains and updates Customer Profiles as customer requirements change. Ensures that efficient processes and procedures are in place in the Repair Station to expedite processing of customer repair orders. Serve as primary interface with Seat Vendor and Production OEM Partners. Perform as active repair representative to the Corporate RMA returns board. Provide recommendations to management to mitigate supply chain and capacity induced delays, using knowledge of Repair workflow. May attend onsite working together meetings and customer service reviews to achieve improved customer service. Actively participates in customer service satisfaction planning and initiatives. The salary or hourly wage range of $22.06 – $37.98 is just one component of Panasonic’s total package. The final offer amount may vary based on factors including but not limited to individual’s knowledge, skills, experience, and location. In addition, 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. What We’re Looking For: EDUCATION/EXPERIENCE REQUIREMENTS High School Diploma or equivalent internationally recognized qualification. 4 years’ of related experience. KNOWLEDGE/SKILL REQUIREMENTS Must be able to work effectively in teams to satisfy customer requirements. Must be able to effectively communicate with various levels internally and in customer organizations, handling routine to complex customer service issues May occasionally be expected to address and resolve escalated cases. Participates in Kaizen Lean action teams, learning and incorporating new concepts in daily work processes. Leads the documentation of work procedures, work instructions and quality operating procedures, in accordance with AS9100 requirements. Demonstrated proficiency and expertise with Oracle to process customer goods through the repair process to conclusion and billing. Identifies repair processes and makes recommendations for improvement and implement solutions. Must be familiar with repair work procedures, work instructions and quality operating procedures. Possess understanding of certification requirements of relevant regulatory authorities and a solid understanding of the IFE business. Clear understanding of the differences inherent in both the 14CFR Part 145 and the Manufacturing Part 21 work performed by the Repair Station. Excellent written and verbal communications skills for daily communications with internal and external customers for routine to complex customer service issues. Ability to perform in high-stress, high pressure environment. Must have a working knowledge of Microsoft Office applications. Determines methods and procedures on new assignments. Works on problems of moderate to diverse scope. Understands implications of work and makes recommendations for solutions. OTHER REQUIREMENTS May be required to travel and represent repair directly with customers Our Principles: · Contribution to Society | Fairness & Honesty | Cooperation & Team Spirit | Untiring Effort for Improvement | Courtesy & Humility | Adaptability | Gratitude What We Offer: · At Panasonic Avionics Corporation we realize the most important aspects in leading our industry are the bright minds behind everything we do. We are proud to offer our employees a highly competitive, comprehensive and flexible benefits program. · Paid time off: Exempt Salaried employees receive flexible paid time off. This means that there is no fixed number, range, or limit to the amount of Personal and Vacation Days that may be taken for exempt employees. Non-exempt hourly employees accrue 14 vacation days per year + 7 sick days + 3 personal days. Accrual rate increases with tenure. All employees receive 11 company paid holidays per year. We also close our offices at the corporate level in the U.S. between Christmas and New Year. For operational positions that are expected to work on holidays, we provide additional compensation for hours worked. · Health Insurance: Medical insurance offerings from Aetna and Kaiser (CA &HI). Options for Employee Only, Employee + Spouse/Domestic Partner, Employee + Children, or Family. Dental PPO and DMO options & Vision insurance through EyeMed or VSP. · 401K with 50% match on up to 8% contribution, full vested from day 1. · Washington residents only are eligible for: Washington’s Family and Medical Leave program and Washington’s Paid Sick Leave program. · Other offerings include: Wellness Program, Counseling services, FSA & HSA, Life Insurance for employee, spouse and child, AD&D Insurance, Long-term and Short-term disability, Critical Illness Insurance, Accident Insurance, Legal Assistance, Pet Insurance, Identity Theft Protection, Dependent Care FLSA, Education Assistance, Commuter Program, Employee Purchase Program, Service Award Program. · All applicants are subject to Company policies, third party customer and worksite requirements, and government requirements, regarding vaccination and/or testing for COVID-19. Where permitted by applicable law, applicants may be required to be fully vaccinated with an authorized COVID-19 vaccine as a condition of employment, unless they are eligible for and obtain an exemption based on a reasonable accommodation because of a disability or a sincerely held religious belief, practice, or observance. While the Company strongly encourages COVID-19 vaccinations, it may require vaccination and/or testing for positions in which third party customer, worksite, or government requirements apply, in accordance with applicable law. At those locations where requirements apply, exemptions will be considered based on applicable law. · Panasonic is proud to be an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability status, protected veteran status, and any other characteristic protected by law or company policy. All qualified individuals are required to perform the essential functions of the job with or without reasonable accommodation. Pre-employment drug testing is required for safety sensitive positions or as may otherwise be required by contract or law. 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. Thank you for your interest in Panasonic Avionics Corporate. REQ-154863

Who We Are: Ever wonder who brings the entertainment to your flights? Panasonic Avionics Corporation is #1 in the industry for delivering inflight products such as movies, games, WiFi, and now Bluetooth headphone connectivity! How exciting would it be to be a part of the innovation that goes into creating technology that delights millions of people in an industry that’s here to stay! With our company’s history spanning over 40 years, you will have stability, career growth opportunities, and will work with the brightest minds in the industry. And we are committed to a diverse and inclusive culture that will help our organization thrive! We seek diversity in many areas such as background, culture, gender, ways of thinking, skills and more. If you want to learn more about us visit us at www.panasonic.aero. And for a full listing of open job opportunities go to www.panasonic.aero/join-us/. The Position JOB SUMMARY Senior level customer service representative, handling high profile customer accounts for new orders/quotes, product returns, warranty and resolution of billing/collections issues. Serves as escalation point for addressing and resolving customer issues. Provides recommendations to management on process improvement and participates in lean and customer-service teams. MAJOR RESPONSIBILITIES.Description Primary contact for high profile customer accounts for new orders/quotes, product returns, warranty and resolution of billing/collections issues. Routinely monitors the repair cycle for turn time conformance and coordinates resolution of bottlenecks in the repair cycle. Maintains and updates Customer Profiles as customer requirements change. Ensures that efficient processes and procedures are in place in the Repair Station to expedite processing of customer repair orders. Serve as primary interface with Seat Vendor and Production OEM Partners. Perform as active repair representative to the Corporate RMA returns board. Provide recommendations to management to mitigate supply chain and capacity induced delays, using knowledge of Repair workflow. May attend onsite working together meetings and customer service reviews to achieve improved customer service. Actively participates in customer service satisfaction planning and initiatives. The salary or hourly wage range of $22.06 – $37.98 is just one component of Panasonic’s total package. The final offer amount may vary based on factors including but not limited to individual’s knowledge, skills, experience, and location. In addition, 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. What We’re Looking For: EDUCATION/EXPERIENCE REQUIREMENTS High School Diploma or equivalent internationally recognized qualification. 4 years’ of related experience. KNOWLEDGE/SKILL REQUIREMENTS Must be able to work effectively in teams to satisfy customer requirements. Must be able to effectively communicate with various levels internally and in customer organizations, handling routine to complex customer service issues May occasionally be expected to address and resolve escalated cases. Participates in Kaizen Lean action teams, learning and incorporating new concepts in daily work processes. Leads the documentation of work procedures, work instructions and quality operating procedures, in accordance with AS9100 requirements. Demonstrated proficiency and expertise with Oracle to process customer goods through the repair process to conclusion and billing. Identifies repair processes and makes recommendations for improvement and implement solutions. Must be familiar with repair work procedures, work instructions and quality operating procedures. Possess understanding of certification requirements of relevant regulatory authorities and a solid understanding of the IFE business. Clear understanding of the differences inherent in both the 14CFR Part 145 and the Manufacturing Part 21 work performed by the Repair Station. Excellent written and verbal communications skills for daily communications with internal and external customers for routine to complex customer service issues. Ability to perform in high-stress, high pressure environment. Must have a working knowledge of Microsoft Office applications. Determines methods and procedures on new assignments. Works on problems of moderate to diverse scope. Understands implications of work and makes recommendations for solutions. OTHER REQUIREMENTS May be required to travel and represent repair directly with customers Our Principles: · Contribution to Society | Fairness & Honesty | Cooperation & Team Spirit | Untiring Effort for Improvement | Courtesy & Humility | Adaptability | Gratitude What We Offer: · At Panasonic Avionics Corporation we realize the most important aspects in leading our industry are the bright minds behind everything we do. We are proud to offer our employees a highly competitive, comprehensive and flexible benefits program. · Paid time off: Exempt Salaried employees receive flexible paid time off. This means that there is no fixed number, range, or limit to the amount of Personal and Vacation Days that may be taken for exempt employees. Non-exempt hourly employees accrue 14 vacation days per year + 7 sick days + 3 personal days. Accrual rate increases with tenure. All employees receive 11 company paid holidays per year. We also close our offices at the corporate level in the U.S. between Christmas and New Year. For operational positions that are expected to work on holidays, we provide additional compensation for hours worked. · Health Insurance: Medical insurance offerings from Aetna and Kaiser (CA &HI). Options for Employee Only, Employee + Spouse/Domestic Partner, Employee + Children, or Family. Dental PPO and DMO options & Vision insurance through EyeMed or VSP. · 401K with 50% match on up to 8% contribution, full vested from day 1. · Washington residents only are eligible for: Washington’s Family and Medical Leave program and Washington’s Paid Sick Leave program. · Other offerings include: Wellness Program, Counseling services, FSA & HSA, Life Insurance for employee, spouse and child, AD&D Insurance, Long-term and Short-term disability, Critical Illness Insurance, Accident Insurance, Legal Assistance, Pet Insurance, Identity Theft Protection, Dependent Care FLSA, Education Assistance, Commuter Program, Employee Purchase Program, Service Award Program. · All applicants are subject to Company policies, third party customer and worksite requirements, and government requirements, regarding vaccination and/or testing for COVID-19. Where permitted by applicable law, applicants may be required to be fully vaccinated with an authorized COVID-19 vaccine as a condition of employment, unless they are eligible for and obtain an exemption based on a reasonable accommodation because of a disability or a sincerely held religious belief, practice, or observance. While the Company strongly encourages COVID-19 vaccinations, it may require vaccination and/or testing for positions in which third party customer, worksite, or government requirements apply, in accordance with applicable law. At those locations where requirements apply, exemptions will be considered based on applicable law. · Panasonic is proud to be an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability status, protected veteran status, and any other characteristic protected by law or company policy. All qualified individuals are required to perform the essential functions of the job with or without reasonable accommodation. Pre-employment drug testing is required for safety sensitive positions or as may otherwise be required by contract or law. 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. Thank you for your interest in Panasonic Avionics Corporate.