Description
Basic Function:
Develops and implements consumer product pre-sales and post-sales support fulfillment strategy by working with Product Marketing on product support requirements.
* Develops and implements consumer product pre-sales and post-sales support fulfillment strategy by working with Product Marketing on product support requirements.
* Sources chat and call center operation
* Establishes product repair process with unit exchange and depot repair
* Sets-up return and repair logistics
* Spare parts program
* Develops RFQ and selects required service partners
* Develops and tracks support metrics, TAT, Cost etc., quality
* Identifies consumer support issues for quality improvement
* Negotiates support contract with ODM and support partners
* Provides consumer support inputs to the product design
* Provides management with status, impact analyses, and recommendations necessary to make decisions to resolve consumer support issues.
* Proactively identifies quality risks and linkages. Anticipates potential support issues. Ensures contingency plans are created and proper coordination occurs. Recommends alternatives and trade-offs and ensures that support decisions are made by the appropriate team, organization, or manager internally, with ODM, and service providers
Qualifications
Education and Experience:
Bachelor Business or Engineering degree required
5 years experience in Consumer Electronics
MBA desired
Key Competencies:
Demonstrated Product Support experience introducing new products
Demonstrated experience establishing and implementing Product Support Strategies
Demonstrated experience managing support partners.
Primary Location
: United States-California-San Jose
Job
: Engineering
Organization
: Panasonic R&D Co of America
Details:
Job Id:
18370671
Annual Salary:
Position Type:
Education Level:
No Selection
Experience Level:
No selection
Posted:
12/19/2009 2:47:26 AM
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