Description
Provide leadership for key account management ensuring customer satisfaction of services offered. Provide technical leadership of Technical Specialists and Data Analyst. Responsible for maintaining/growing service accounts. Ensure customer requirements are adequately defined, uniformly understood and appropriately planned to achieve successful management of the program. Program focal for the total program success. Additional areas of responsibility include global maintenance planning, inventory management, trending and statistical analysis, presentation preparation and issues management.
Act as primary communications point to the airline, internal customers, third party suppliers and/or OEM as required for technical issues. Schedule, manage and chair program in-service conference calls with various engineering groups and airline customers.
Utilize database for tracking and problem resolution. Create and analyze various reports from this database for management review. Provide internal and external on-site presentations specific to metrics and reporting. Run trend and statistical analysis.
Provide expert real-time troubleshooting of all Panasonic system configurations via in-flight and ground based calls. Answer, research and report on airline and internal technical questions to develop sustainable resolutions so that discrepancies are resolved expeditiously and favorable customer relations are maintained.
Maintain expert knowledge of all Panasonic products and installations, technical manuals including system software and associated equipment. Requires constant updating as new products and enhancements are released.
Ensure technical knowledge of on-shift personnel and that all pertinent training opportunities are met.
Ensure consistent and proper business processes are followed in accordance with departmental procedures and company policy.
Coordinate closely with global repair shops and field maintenance personnel for status on customer's equipment orders, deliveries and overall program status to meet overall program requirements. Identify all potential delivery delays and notification of management on critical delays.
Ensure smooth transition to in-service operation by coordinating throughout the program with functional departments; Logistics, Quality Assurance, Marketing, Program Management, Product Support Engineering, and Customer Support Engineering
Expert working technical knowledge of all Panasonic systems. Strong working knowledge of advanced schematics, blueprints, diagrams, component maintenance manuals, illustrated parts catalogs and other technical documents.
Significant working experience with Microsoft Office applications including PowerPoint, Word, Excel (including formulas), Access and Outlook required. Microsoft Project and Visio knowledge preferred.
Comprehensive knowledge of Internet technologies.
Proven ability to communicate effectively with internal and external customers working towards quick comprehensive resolution of the customer's inquiry, and keeping management informed of issues that may impact customer service.
Must always look for ways to improve customer service.
Ability to own significant customer program issues to quickly respond, troubleshoot, research, develop and implement sustainable resolutions. Report back to customers to ensure expectations are met.
Ability to articulate, possessing outstanding written and oral communication skills to explain highly technical data to non-native English speaking customers.
Ability to work well in a high-stress, high-pressure environment. Ability to coordinate multiple, high-priority tasks on parallel tracks at the same time.
Heightened awareness of cultural differences in communication with international clients.
Well organized, detail oriented and able to self manage with no supervision.
Qualifications
BS degree or equivalent
8+ years related work experience. Engineering, project engineering, or project/program management experience preferred.
Airframe and Powerplant License highly preferred
6+ years IFE, cellular and satellite communication experience highly desired.
Linux Basic and Linux Plus or equivalent experience with the Linux Operating system preferred.
Comprehensive IT and network experience highly preferred.
Airline operations and 24/7 technical support center experience required.
Leadership/Supervision experience preferred
Will require travel (10%) to Maintenance Service line stations, Panasonic Avionics repair shops and/or customer locations for training and/or direct customer support
Primary Location
: United States-California-Lake Forest
Job
: Technical Service and Repair
Organization
: Panasonic Avionics Corporation
Details:
Job Id:
18370665
Annual Salary:
Position Type:
Education Level:
No Selection
Experience Level:
No selection
Posted:
12/19/2009 2:47:26 AM
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