Service Analyst-exp. in Running Reports and Failure Analysis is a huge plus!!

Panasonic • Newark, NJ

2d • $100,000 - $125,000

About The Position

Provide analytics supported by reports of service functions for management and business units on both pre- and post-sales activities in order to contribute to the company’s sales performance and customer satisfaction. Analyst are expected to take ownership of the data reports they provide regarding accuracy and relevance, and to assist management with its interpretation.

Requirements

• BA/BS Degree in a technical, mathematics, supply chain, or business-related field is preferred
• 3-5 years of experience in a service or analytical function
• Strong working knowledge is required:
• Microsoft Operating Systems and MS Office Applications - MS Excel, Access, PowerPoint, Outlook, SharePoint, Word
• ServiceNow, Atlassian Jira, BMC Remedy, Zendesk or other ITSM platforms.
• AI analysis, analytical programs, and scripting to produce reports for easier analysis reporting to management
• User knowledge of database systems (SAP / COGNOS / Sales Logix / Sales Force / Service Bench / HEAT) is preferred
• Experience adopting and applying emerging AI technologies (Gemini,Claude, Copilot, Chatgpt, etc) to enhance productivity and contribute to a culture of continuous innovation
• Work independently with limited daily supervision
• Be a solid team player
• Have a strong analytical ability to perform root cause analysis and trend analysis
• Communicate effectively using professional skills, clear writing skills, and good business judgment
• Ability to work with personnel at all management levels both inside and outside of the company
• Ability to provide written and oral presentations plus detailed reports as required by management
• Travel up to 20%

Nice To Haves

• Experience with DvLED systems, Projector, Professional Display and integrated systems is preferred

Responsibilities

• Coordinates and reports on competitive service offerings, providing recommendation for improvements to existing service and additions of new competitive services
• Collaborate with field engineering to place PO’s needed to support field repairs and backorders
• Create monthly and manage reports as specified by management including:
• Monthly service performance (Repair Turnaround Time / Call Answer Time)
• Monthly product service reports by product model and product line
• Monthly reports on Service Program sales, revenue, and profitability
• Monthly warranty reserve expenses relative to budget
• Monthly ASP Activity and Performance
• Monthly reporting on Parts Inventory and Order status
• IQP / Customer Satisfaction Returns reports
• Customer service history reports with summary and analysis as needed (daily, etc.)
• Research and gather data from multiple Service Providers and Sources
• Analyzes data from multiple service vendors (PSG) and provides insights to cost reduction and performance improvements
• Coordinates and reports on competitive service offerings, providing recommendations for improvements to existing service and additions of new competitive services
• Service & Parts Planning
• Improve and manage spare parts planning and local inventory stocking in support of reduced TAT
• Develop tools to monitor past service & parts history in support of profitable maintenance contracts
• Analyze maintenance contract services and develop cost models for each (preventative maintenance, extended warranties, on-site event support)
• Service Planning
• Analyze maintenance contract services and develop cost models for each (preventative maintenance, extended spare parts warranties, on-site event support, screen cleaning and screen color calibration)
• Develop tools to monitor past service history in support of profitable maintenance contracts

Benefits

• Health Benefits – Offering medical, dental, vision, prescription plans, plus Health Savings Account and Flexible Spending Account options.
• Voluntary Benefits – Life, accident, critical illness, disability, legal, identity theft, and pet insurance.
• Panasonic Retirement Savings & Investment Plan (PRSIP) – 401(k) plan with company matching contributions and immediate vesting.
• Paid Time-Off Benefits – Vacation, holidays, personal days, sick leave, volunteer, and parental & caregiver leave.
• Educational Assistance – Tuition reimbursement for job-related courses after six months of service.
• Health Management and Wellbeing Programs –Lifestyle Spending Account, EAP, virtual health management, chronic condition, neurodiversity, tobacco cessation, substance abuse support, and life stage and fertility resources. Available to eligible employees starting the first day of the month following your start date. Eligibility for each benefit may vary based on employment status, location, and length of service.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level