Panasonic Field Quality Specialist (Commercial Refrigeration) - Northeast Region in Boston, Massachusetts
Official title: Field Quality Specialist
This is an on-the-road position. The ideal candidate will live in the northeast region within reasonable distance of a major airport.
The Field Quality Specialist will perform field installation, commissioning and lead root cause analyses for Hussmann product issue to support customers and ensure their objectives are met within budget, on time, and with required quality and functionality.
Perform field installation and commissioning and lead in root causing field reported Hussmann product issues, ensuring customer support objectives are met within budget, on time, and with required quality and functionality. Key Job functions include:
Effectively manage field projects within budgetary guidelines
Effectively manage individual utilization – including maintaining itinerary plans and proactively communicating to the manager and leads when schedule permits special project work
Collaborate with cross-functional teams to meet project objectives, drive root cause, and mitigate customer risk
Provide customer support related to the delivery and startup of sustaining and new products
Participate in meeting cadences as required with cross-functional teams to ensure robust support plans for field escapes, issues, large customer start-up projects, and new products and controls startups
Champion projects to completion
Support process improvement activities
Oversee complex order and new product builds
Drive cross-functional accountability related to Field Quality to mitigate customer risk
Document onsite findings utilizing the field report creation process
Utilize the Field Escalation process when applicable
Perform standard FQS duties
Conducting plant and customer site audits to identify opportunities for continuous improvement of product and processes.
Interact directly with customers, contractors, technicians and engineering providing advanced-level technical expertise in order to instil confidence in Hussmann equipment, installation, technical support, and service and will also have the experience to provide startup support on refrigeration systems and merchandisers as needed.
This position is customer-facing; therefore, professionalism is of the utmost importance as the FQS is viewed as Hussmann’s “technical expert”.
Capable of influencing warranty expenditures by identifying and resolving issues prior to equipment start-up
Mentor and develop emerging FQS team members in the startup and functionality of Hussmann products
Facilitate/Coordinate Training as required
Provide Peer to Peer Training
Create Training Material as required
Champion employee engagement initiatives
High School Diploma and Technical Degree required
Bachelor’s Degree preferred
A minimum of 8 years Refrigeration/HVAC or related industry experience
Project management experience preferred
Must have advanced industry product knowledge; hands-on understanding of complex refrigeration systems; and advanced knowledge of electrical controls and equipment
Strong Microsoft Office skills, specifically Excel, PowerPoint, and Word
Experience facilitating meetings with cross-functional teams preferred
Experience managing complex customer start-ups
Ability to speak effectively before groups of customers or employees of the organization
Manufacturing new product launch/build experience a plus
Mobility within work facilities including manufacturing and installation sites
Knowledgeable and/or trainable in Hussmann systems (Aftermarket, Tavant, CRM Dynamics, QMS, and Team Center)
Up to 70% independent travel to manufacturing and customer sites