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Job Title: Manager, Tech Support
Job Location: NJ: Secaucus
Pay Rate: Open
Job Length: full time
Start Date: 2008-06-04

Company Name: Panasonic
Contact: Human Resources
Phone: email only please
Fax: email only please

Description: Job Requisition Number: 14399 Job Title: Manager, Tech Support Employment Status: Full-Time Location: One Panasonic Way Secaucus, New Jersey 07094-0000 External Description: Panasonic (Matsushita Electric Industrial Co., Ltd.), one of the largest electronic companies in the world provides a wide range of products, from audiovisual and information/communication equipment to home appliances and components. We endeavor to become a "Customer Value Creation Company" that provides safety, security, comfort and convenience in line with our visions of contributing to a ubiquitous networking society and coexisting with the global environment.

Currently, Panasonic is seeking to hire a full time Tech Support Manager - IP.

Basic Function:

Provide leadership role for technical support in assisting dealers with the installation and maintenance of all IP based telecommunication products for the BTS division.

Manage staff of IP professionals that will be responsible in hotline support for IP based products.

Direct and Manage staff to document for internal and external use the configuration of switch, routers, or other IP related devices in implementing applications connected to Key/PBX systems such as web based server applications in a LAN/WAN environment supporting multiple locations.

Identify hardware and software technical problems/malfunctions related to applications that reside on servers or IP products.

Be a mentor for the entire technical support group in getting them into the IP world.

Manage and participate in various client projects/consultation or oversee staff to support field problems.

Assist Product engineering or marketing in new product specifications in areas related to IP.

Establish and oversee CTI certification of 3rd party vendors that integrate to core products.

Responsibilities:

IP technical Staff: Manage staff that provides technical support to dealers on installation and configuration of all IP related interfaces or applications that are IP in nature.

Document common questions or issues that arise in the installation of the equipment. the install and configuration of servers, hubs, routers, and systems hardware; trouble-shoot, maintain, upgrade, and provide solutions to complex hardware/software problems; alert management, help desk team, and other groups when sensitive issues arise or a major problem is suspected.

Manage and control support staff for IP related calls and field problems. Locate necessary tools and develop processes to identify customer site problems. Understand trends and develop plans to resolve problems and prevent them from recurring, maintain high service levels for the dealer community.

Ensure a positive and stable environment for staff.

Keep aware of application problems that occur in divisions servers, identifying and solving problems as rapidly as possible; provide critical and essential application service to locations enterprise wide.

Act as a support analyst and resource: Review assigned service requests daily, following up and providing status updates to clients; ensure data pertaining to the status of service requests is entered into help problem tracking systems accurately and promptly on a daily basis to provide an up-to-date picture of dealer service issues.

Test LAN/WAN communications and application products:

Assist in the implementation of beta test plans (including cases for functionality, integrity, and stress testing; test matrixes; and definition of test methodologies and test strategy); be knowledgeable of test platforms, including evaluation of test equipment and designing test networks; aid in the development of automated test suites for product regression and stress testing.

Participate in various IT projects intended to continually improve/upgrade telecommunication infrastructures: For example, evaluate new software and hardware required to meet a business need or to make a process more cost effective.

Continuously strive to improve dealer support: Identify opportunities and recommend solutions for improving services efficiency and effectiveness; keep abreast of technical aspects of the PC-LAN/WAN computing environment; develop a working knowledge of dealer client-specific applications.

Configure, install, and maintain necessary hardware and software for LAN/WAN hardware and software to provide a suitable environment to run production applications and to perform support; assist in communicating maintenance and release upgrades on a timely basis or as needed; monitor performance and availability of LAN/WAN platforms.

MANAGEMENT:

Must have management experience and oversee the IP support group within the hotline. Will have overall responsibility of members within the IP group.

The group will begin in 2006 with 3 people and expand as needed to handle the growth of our business as it shifts to IP based products over the next few years.

Will have responsibility to communicate with factory service groups for communicating product issues related to dealer site problems and will have responsibility to travel to sites to solve issues as they arise.

PROBLEM-SOLVING/KNOW HOW:

Ability to understand and assist in solving network server problems or network infrastructures issues.

Bachelors degree in Computer Science, Engineering, or related discipline; equivalent experience acceptable.

Minimum five years of related experience in infrastructure/network environments, with some experience in network engineering (hardware and software) and designing, planning and implementing LANs and WANs using the latest technology.

CCNP certification preferred.

Willingness to travel.

Skills:

Basic understanding of distributed systems architecture and comprehensive knowledge of multiple technical disciplines.

Technical knowledge and aptitude in the areas of networks, network topologies, PC workstations (configuration and connectivity), network file servers, applicable software and trouble-shooting techniques.

Experience with router configuration.

COMMUNICATIONS:

Ability to effectively communicate with a broad base of clients and end users. Must be able to communicate issues clearly to engineering and document issues to other staff members. Must have ability to identify issues and solve them with third party vendors.

To learn more about Panasonics products and services go to www.panasonic.com. If you are interested in gaining valuable experience in a dynamic and challenging environment, submit your resume and cover letter.

At Panasonic we offer competitive salaries and an excellent benefits package. We are an equal opportunity employer and maintain a drug-free workplace and perform pre-employment substance abuse testing. We are committed to creating a diverse work environment and proud to be an equal opportunity employer (m/f/d/v). Pre-employment drug testing may be required. 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. Thank you for your interest in Panasonic Corporation of North America.

Please refer to Job code panasonic-14399 when responding to this ad.

For FASTEST PROCESSING of your resume, please visit http://www.jobcircle.com/classifieds/1433502.html?source=ng to apply online.

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