Repair Service Representative II

Panasonic • Bothell, WA

2d

About The Position

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.

Requirements

• High School Diploma or equivalent internationally recognized qualification.
• 4 years’ of related experience.
• 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.
• May be required to travel and represent repair directly with customers

Responsibilities

• 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.

Benefits

• Flexible paid time off for exempt salaried employees.
• 14 vacation days per year + 7 sick days + 3 personal days for non-exempt hourly employees, with accrual rate increasing with tenure.
• 11 company paid holidays per year.
• Office closure between Christmas and New Year.
• Additional compensation for operational positions working on holidays.
• Medical insurance offerings from Aetna and Kaiser (CA & HI) with 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, fully vested from day 1.
• Washington's Family and Medical Leave program (for Washington residents).
• Washington's Paid Sick Leave program (for Washington residents).
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: High school or GED