Product Support Manager IAQ

Panasonic Canada Inc. is currently looking to hire for the position of PRODUCT SUPPORT MANAGER HVAC IAQ.

Develops and manages programs to enable detection and correction of product quality issues through various servicing networks. Provides required tracking reports. Manages and coordinates the activities of the Quality Assurance and Technical Support services to ensure new customer products are appropriately tested, evaluated, and modified to meet requirements within the North American market.

Prepares and deploys service training initiatives for Technical Field Specialists, independent field service centres and PCI employees. Responsibility for service related P&L, and budgets including warranty, returns, and call centre P&L, and develops relevant policies and procedures. Establishes and maintains a robust Service network of authorized service centres across North America.

This is a full-time position.

This position is hybrid. Any office-based work will be performed from our Mississauga office at Ambler Drive.

• Provides monthly P&L Service Cost tracking reports to GM CPA, Marketing primes, Domains, and related factories. Holds monthly operational reviews with team members, stakeholders to review P&L performance, assign actions for further follow up / analysis and investigation when performance is not meeting KPI targets.
• Develops and monitors KPI's associated with the end-to-end service processes, and initiates and implements course corrections. Provides in depth service data analysis for trend reporting and early warning activities with the Factories. Participates in the warranty claim budgeting process.
• Develops and maintains warranty policies and procedures to ensure effective compensation to customers and control costs. Monitors warranty spending, conducts research, employs various cost control strategies, and makes course corrects as required.
• Develops and manages programs to enable detection and correction of product quality issues through various servicing networks. Supports and contributes to continuous improvement initiatives. Builds and maintains strategic partnerships with factories, third party servicers, and QA staff.
• Communicates quality and root cause issues to interested parties, including factories, third party servicers and management. Provides continuous improvement of processes targeted to accelerate issue identification, determination of root cause, and implementation of corrective actions.
• Manages Quality Assurance team to meet Canadian market requirements for new consumer products set for launch. Sets testing standards, establishes testing measurements and monitors quality assurance processes.
• Assigns work to staff, monitors progress and addresses performance issues. Approves quality testing methodology and liaises with Product Safety team to ensure testing/monitoring practices appropriate for consumer product line.
• Monitors and manages day to day department expenditures to ensure budgets are achieved. Provides QA technical review for HVAC & IQA categories.
• Identifies service training initiatives resulting from technical changes to new products launched in Canada. Develops and/or modifies training material in a variety of formats including e-learning, paper-based training manuals, and classroom formats to support independent service centers and Technical Support Specialist and ensure quality service deployment.
• Interacts with PCI Quality Assurance team, factories, and other product/service specialists to ensure accuracy and relevancy of training programs. Provides training to Technical Support Specialist and large independent service centers.
• Establishes and maintains training calendar. Manages and directs the development of technical call center training initiatives for new products.
• Schedules and re-assigns work performed by direct reports. Coaches, mentors, trains, and cross trains staff. Participates in staff actions such as promotion, hire, dismissal, performance appraisal, and transfer.
• Resolves staff grievances. Ensures corporate employment equity objectives are met.

• College or University Degree – 3 or 4 Year Bachelor Level Certificate or acceptable equivalent, with 7 to 10 years progressive work experience ideally with the electronics industry.
• Supervisory or management experience required.
• Technical experience in HVAC category as a technician, engineer, or quality assurance specialist.
• Proficient in Microsoft Office programs such as Excel, Word, Access, and Outlook.
• Proficiency in Adobe Acrobat and Publisher.
• Strong data analytical skills and previous experience with data analytics tools like PowerBI, Tableau, etc.
• Requires routine collection and transmittal of technical information on a frequent basis.
• Manages multiple priorities with a sense of urgency.
• High degree of information sharing required when providing training. Effective rapport building capabilities required in managing staff, establishing effective training environment of staff and external contacts.
• Must present information in a clear and concise manner allowing for open exchange of new learning.

NICE-TO-HAVES:

• Knowledge of the Canadian HVAC market and regulatory requirements is an asset.

BENEFITS & PERKS – WHAT’S IN IT FOR YOU:

Panasonic Canada prioritizes total wellbeing. We offer a wide variety of benefits and programs to support your physical, emotional, financial, social, and environmental health.

• Comprehensive Medical, Dental and Vision Coverage with a Health Spending Account
• Panasonic Retirement Pension Plan (RPP/DCPP)
• Group Retirement Savings Plan (RSP)
• Generous Parental Leave Top Up
• Education Assistance Program/ Tuition Reimbursement
• Employee Purchase Program
• Employee & Family Assistance Program (EFAP)
• Competitive Rates on Home and Auto Insurance
• Employee Volunteer Program – Paid Time Off for Volunteer Days
• Onsite Events!
• And many more benefits & perks

HYBRID WORK MODEL

Panasonic Canada Inc. supports a hybrid work model. We understand that flexibility is essential for employees to do their best work while also balancing personal and life needs. Employees can expect to be in the office for a variable number of days per week based on the needs of the business unit, while having the ability to also work remote.

WHO WE ARE:

Meet Panasonic! Panasonic Canada Inc., a subsidiary of Panasonic Corporation of North America, is a leading provider of Consumer Lifestyle technologies, as well as innovative Smart Mobility, Sustainable Energy, Immersive Experiences, and Integrated Supply Chain solutions for its business and government clients.

At Panasonic Canada, we do more than just offer great products and solutions. We pride ourselves in promoting gender and culture equality, as well as encouraging personal growth and success to elevate our 350+ employees to their full potential. Their passion has been one of the driving forces behind our success for more than 100 years.

HOW TO APPLY

Please include a PDF copy of your current resume.

DIVERSITY, EQUITY, & INCLUSION AT PANASONIC CANADA, INC.

In order to drive our business to continued heights, our business practices and our contribution to society must be rooted in diversity, equity, and inclusion. We foster an environment in which everyone is able to share their voice and talents, in a safe space, where they have the opportunity and resources to fully realize their potential.

AODA POLICY

Panasonic Canada Inc. has an accommodation process in place and provides accommodations for job applicants with disabilities as appropriate. Assessment and selection materials and procedures can be made available in accessible formats and methods as appropriate. If you require a specific accommodation because of disability or medical need, please let us know when selected to take part in our recruitment process so that reasonable arrangements can be made for the appropriate accommodations to be in place as you move through our process.

Only candidates selected for an interview will be contacted.

We thank you for your interest in working for Panasonic Canada Inc.

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