JH
01-23-2006, 11:34 AM
Date Posted: 1/6/2006
Division: PDIC
Job Location: Secaucus, NJ
Title TECH SUPPORT MGR
Job Req #: 11640/EB
Job Type: Full Time
Relocation Offered: No
Summary of Duties:
Manage Technical Support Group for PDDC including Hotline and Technical Training
Manage the operations of the Hotline Group uitilized to support technical questions from customers, end users, and internal Panasonic resources.
Insure Hotline staff is fully trained and provides comprehensive troubleshooting
Manage Hotline metrics to insure customer satisfaction including hold times, abandon rates, call quality, and troubleshooting accuracy.
Develop and implement continuous improvement strategies with respect to Hotline processes and systems to insure extreme customer satisfaction.
Control any escalated issues and dispatch for Field Service requests.
Manage the technical training operations utilized to support customer and internal technical training.
Work with Communications group to create and update technical training curriculum to support all necessary products.
Create and manage the certification process for technical training
Develop and implement continuous improvement strategies with respect to technical training applications and processes.
Analyze and report on all activities related to Technical Training.
Manage all staff including all hiring, disciplinary and termination activities.
Develop employees and provide career guidance. Manage succession planning activities for the group.
Develop and manage departmental budget within company guideliness.
Qualifications Requested:
BA/BS required preferably in a technical field.
10 years of technical service experience, including 5 as a manager or supervisor.
Proficient in MS Office and with ERP Systems such as SAP
Must be able to make decisions, be customer centric and solutions driven.
Must have excellent written and oral communications skills as well as good presentation skills.
Interested qualified respondents should send their resumes and a cover letter to:
One Panasonic Way
Mailstop: 3A-5
Secaucus, NJ 07094
Fax number:
E-mail: brodiee@us.panasonic.com
Division: PDIC
Job Location: Secaucus, NJ
Title TECH SUPPORT MGR
Job Req #: 11640/EB
Job Type: Full Time
Relocation Offered: No
Summary of Duties:
Manage Technical Support Group for PDDC including Hotline and Technical Training
Manage the operations of the Hotline Group uitilized to support technical questions from customers, end users, and internal Panasonic resources.
Insure Hotline staff is fully trained and provides comprehensive troubleshooting
Manage Hotline metrics to insure customer satisfaction including hold times, abandon rates, call quality, and troubleshooting accuracy.
Develop and implement continuous improvement strategies with respect to Hotline processes and systems to insure extreme customer satisfaction.
Control any escalated issues and dispatch for Field Service requests.
Manage the technical training operations utilized to support customer and internal technical training.
Work with Communications group to create and update technical training curriculum to support all necessary products.
Create and manage the certification process for technical training
Develop and implement continuous improvement strategies with respect to technical training applications and processes.
Analyze and report on all activities related to Technical Training.
Manage all staff including all hiring, disciplinary and termination activities.
Develop employees and provide career guidance. Manage succession planning activities for the group.
Develop and manage departmental budget within company guideliness.
Qualifications Requested:
BA/BS required preferably in a technical field.
10 years of technical service experience, including 5 as a manager or supervisor.
Proficient in MS Office and with ERP Systems such as SAP
Must be able to make decisions, be customer centric and solutions driven.
Must have excellent written and oral communications skills as well as good presentation skills.
Interested qualified respondents should send their resumes and a cover letter to:
One Panasonic Way
Mailstop: 3A-5
Secaucus, NJ 07094
Fax number:
E-mail: brodiee@us.panasonic.com