• Provide day-to-day technical support for key Data Center Accounts to Field Sales & Service organization on a global basis via site visit, phone, fax, or email. • Accountable to create and maintain technical service bulletins, service letters, and updates to the Solutions Database that meets and or exceeds internal and external customer expectations. • Processes warranty claims in a timely and consistent manner to facilitate data mining by, product, failed component, defect, and responsibility. • Drive product reliability through the Continuous Improvement Process for both existing products and new products being introduced. • Product Technical Support Specialist provides technical support and interacts with quality management and engineering to improve overall life cycle cost. • The specialist should be able to create test plans to prove out new and or existing product equipment offerings.

Overview The Quality Engineer - Field Support is directly responsible for the investigation and resolution of quality issues for Panasonic Connect North America (PCONA) Mobility customers. This role provides support at customer locations and remotely, achieves quality department-established SLAs, and ensures that all compliance regulations and policies established for PCONA products and third-party products supported by Panasonic are fully implemented. At Panasonic Connect, we connect the power of people and technology to change work, advance society and help connect to tomorrow. Empathy, results, relentlessness and teamwork are the foundations of the Panasonic Connect Culture. Our mission is to elevate the employee experience by empowering individuals to use their voice and have a positive impact on our business. Responsibilities Quality Issue Investigation and Resolution - Execute on-site and remote investigation, testing, and resolution of quality issues reported by customers for PCONA Mobility products - Investigate, evaluate, and test countermeasures, and provide final closure and satisfaction follow-ups for quality issues by working on-site and remotely with customers - Work with PCONA and MSBD engineering managers to effectively communicate customers' status, needs, and requests for the agile and effective resolution of quality issues, maintaining focus on extreme customer satisfaction - Support the resolution of post-launch quality issues for all PCONA products and third-party solutions - Execute the processes required for the investigation, root cause analysis, and countermeasure actions for all quality issues Technical Documentation and Training - Support the creation of technical materials and training on the execution of technical processes and procedures for customers and partners - Create technical documents, guides, manuals, and addendums that support the resolution of quality issues and the improvement of configuration and repair processes - Train customers and partners on the execution of technical processes and procedures to ensure compliance, performance, and quality Quality Management - Manage the quality issues ticketing system to ensure all communications and activities are handled in a timely manner according to established processes between PCONA and multiple factories Qualifications Education and Experience - B.S. in Mechanical, Electrical, Quality, Service or related Engineering required - Minimum 10 years of engineering experience, preferably in Field Service and/or Product Engineering roles - Demonstrated project management experience through the successful initiation, planning, execution, monitoring, and closing of projects; experience with project management tools such as Microsoft Project or Smartsheet is preferred; PMP or Six Sigma certifications are preferred - Proven experience supporting the investigation and resolution of technical issues at customer locations through field engineering engagements - Proven experience in the successful resolution of quality issues through technical information gathering, issue reproduction, root cause analysis, and development and acceptance of suitable countermeasures - Proven ability to lead complex business customer engagements, up to the determination and approval of customer satisfaction countermeasures Key Competencies Interpersonal Skills - Ability to understand and relate with customers to build trustworthy and honest relationships, enabling effective management of complex issue resolution scenarios - Ability to communicate clearly and persuasively across multiple levels within federal and civilian organizations - Ability to resolve conflicts, influence decisions, and align goals in high-pressure environments Problem-Solving Skills - Strong analytical and problem-solving skills - Strong customer environment assessment capabilities - Ability to create, follow, and promote organized and thorough technical troubleshooting policies - Strong time management, priority allocation, and task management skills Communication Skills - Strong presentation skills focused on explaining complex technical processes and issues to both internal and external stakeholders - Strong written and oral communication skills, with the ability to interface effectively and professionally with all organizational levels and management, internally and externally - Strong interpersonal skills to interact with customers and team members - Ability to communicate effectively with internal departments, including Factories, Technical Support, PMO, Sales, Product Teams, Spare Parts, Engineering, Order Processing, Accounting, and others Other Requirements - Ability to travel 70% of the time, domestically and internationally - Ability to work independently and as part of a team Benefits & Perks – What's In It For You Panasonic is committed to supporting your total wellbeing through a wide variety of benefits and wellness programs to support your physical, emotional, financial, social, and environmental health. Here's what you can expect: - 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 and 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. We Take Opportunity Seriously: At Panasonic, we are committed to a workplace that genuinely fosters inclusion and belonging. Fairness and Honesty have been part of our core values for more than 100 years and we are proud of our diverse culture as an equal opportunity employer. The salary range listed below is just one component of Panasonic's total package. Actual compensation varies depending on the individual's knowledge, skills, experience, and location. This role may be eligible for discretionary bonuses and incentives. *The minimum hourly wage for this role will be the greater of the posted range, or minimum wage for the location where the employee will be working, subject to local minimum wage requirements. We understand that your career search may look different than others and embrace the professional, personal, educational, and volunteer opportunities through which people gain experience. If you are actively looking or starting to explore new opportunities, send us your application! Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or other characteristic protected by law. All qualified individuals are required to perform the essential functions of the job with or without reasonable accommodation. Due to the high volume of responses, we will only be able to respond to candidates of interest. All candidates must have valid authorization to work in the U.S. #LI-AU1 #LI-Remote - Salary Range $110,000 - $125,000 REQ-154418

• Provide support to live customers via email, phone and meetings as required • Utilize a combination of cloud based and open source tools and frameworks to solve complex data problems • Write efficient and scalable code, ensuring code quality and adherence to best practices • Troubleshoot and resolve software defects and performance issues • Work cross-functionally with product, engineering, clinical and customer success teams to streamline the support processes for our IRIS customers • Ability to be "on-call" on non-working hours periodically, as needed and planned for by the team

• Provide customer support via email, chat, WhatsApp, telephone and remotely in an agile, practical and efficient manner so users feel confident and have their questions satisfactorily resolved • Maintain strong customer relationships and a comprehensive understanding of all applications of the Minha Effecti system, as well as company policies and procedures • Analyze processes and routines carried out within the department to propose and implement best practices for using the Minha Effecti tool • Organize and keep support records up to date to ensure customer requests are answered and to perform follow-ups • Stay up to date on bidding legislation and regulations and monitor updates in the sector