Manager, CPC Service Operations

Overview

Who We Are : Panasonic Avionics Corporation is #1 in the industry for delivering inflight products such as movies, games, WiFi, and Bluetooth headphone connectivity. With our history spanning over 40 years, you will have stability, career growth opportunities, and will work with the brightest minds in the industry. We are committed to a diverse and inclusive culture that will help our organization thrive and seek diversity in many areas such as background, culture, gender, ways of thinking, skills and more. For more about us, visit our site. For a full listing of open job opportunities go to The Position :

Responsibilities

A key leader in the Customer Support Services organization. Responsible for the daily, tactical operations of the Customer Performance Center (CPC) Service Operations Support (SOS) group. Ensures that any operational problems discovered with the Panasonic Global Connectivity Network, its infrastructure, or its applications are remediated as quickly as possible. Communicates clear tactical information to customers. Proactively performs work to identify existing or potential failures within the network. Key accountabilities include maintaining a 24 / 7 call center support group, technical (maintenance) planning and analysis, and management of Quality Assurance issues within the CPC Service Operations organization.

• Strategic and Operational — Responsible for providing technical support to all PAC airline customers and Maintenance Service operational personnel. Identifies the appropriate training required to maintain a consistent set of capabilities to meet the Service Operation needs of the CPC. Ensures Passenger Care Operations meet all industry and customer requirements.
• Customers and Quality of Service Oversight — Ensures that communications between SOS internal personnel and external customers are maintained within PAC corporate standards. Responsible for providing clear tactical communications to affected customers during planned or unplanned network and service events. Develops KPIs among team to consistently work toward enhancing PAC’s reputation among customers and suppliers. Supports CSS and Regional Account Management in customer communications as service capabilities meet or exceed customer expectations through operational planning, commitment control and interdepartmental coordination.
• Staff Development and Planning — Maintains a skills inventory containing an evolving demand of skills, staffing that supplies that demand, and identifies gaps between the staff advancement paths for CPC personnel in conjunction with the department skills inventory.

Qualifications

Our Principles

Contribution to Society | Fairness & Honesty | Cooperation & Team Spirit | Untiring Effort for Improvement | Courtesy & Humility | Adaptability | Gratitude

What We Offer

At Panasonic Avionics Corporation we realize the most important aspects in leading our industry are the bright minds behind everything we do. We are proud to offer our employees a highly competitive, comprehensive and flexible benefits program.

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