Panasonic Corporation of North America Careers

Description

A key leader in the Customer Support Services organization. Responsible for the daily, tactical operations of the Customer Performance Center (CPC) Service Operations Support (SOS) group. Ensures that any operational problems discovered with the Panasonic Global Connectivity Network, its infrastructure, or its applications are remediated as quickly as possible. Communicates clear tactical information to customers. Proactively performs work to identify existing or potential failures within the network. Key accountabilities include maintaining a 24/7 call center support group, technical (maintenance) planning and analysis, and management of Quality Assurance issues within the CPC Service Operations organization. 

• Strategic and Operational
  • Responsible for providing technical support to all PAC airline customers and Maintenance Service operational personnel.
  • Identifies the appropriate training required to maintain a consistent set of capabilities to meet the Service Operation needs of the CPC.
  • Ensures Passenger Care Operations meet all industry and customer requirements.
• Customers and Quality of Service Oversight
  • Ensures that communications between SOS internal personnel and external customers are maintained within PAC corporate standards.
  • Responsible for providing clear tactical communications to affected customers during planned or unplanned network and service events.
  • Develops Key Performance Indicators (KPIs) among team to consistently work toward enhancing PAC’s reputation among customers and suppliers.
  • Support CSS and Regional Account Management in customer communications as necessary.
  • Ensure service capabilities meet or exceed customer expectations through operational planning, commitment control and interdepartmental coordination.
• Staff Development and Planning
  • Maintains a skills inventory containing an evolving demand of skills, staffing that supplies that demand, and identifies gaps between the two.
  • Define staff advancement paths for CPC personnel in conjunction with the department skills inventory.

What We’re Looking For: 

• Bachelor’s degree or equivalent work experience.
• 5+ years project management experience.
• Working knowledge of global civil aviation regulations and requirements.
• Working knowledge of aviation maintenance training and technical publications methods and standards.
• Excellent written and verbal communication skills including ability to present to executive decision makers.
• Technical knowledge of In-Flight Entertainment & Connectivity systems and related components.
• Ability to organize and implement department objectives.
• Ability to plan, assign, train, and direct employees.
• Ability to interview, hire, and appraise employees.
• Highly developed team building skills.
• Demonstrably self-motivated, well organized and detailed oriented.
• Needs to work well with people under pressure including people from diverse cultural and political backgrounds.
• Strong working knowledge of Microsoft Word, Excel, PowerPoint and Outlook.
• Works on complex issues where analysis of situations or data requires in-depth knowledge of the company.
• Directs and controls activities of a broad functional area through several department managers within the company.
• May require travel, up to 20% of the time to domestic and/or international locations.