Consumer Product Support Manager

Basic Function:
Develops and implements consumer product pre-sales and post-sales support fulfillment strategy by working with Product Marketing on product support requirements.

•  Develops and implements consumer product pre-sales and post-sales support fulfillment strategy by working with Product Marketing on product support requirements.
  
  
  • Sources chat and call center operation
  
  
  • Establishes product repair process with unit exchange and depot repair
  
  
  • Sets-up return and repair logistics
  
  
  • Spare parts program


• Develops RFQ and selects required service partners


• Develops and tracks support metrics, TAT, Cost etc., quality


• Identifies consumer support issues for quality improvement


• Negotiates support contract with ODM and support partners


• Provides consumer support inputs to the product design


• Provides management with status, impact analyses, and recommendations necessary to make decisions to resolve consumer support issues.


• Proactively identifies quality risks and linkages. Anticipates potential support issues. Ensures contingency plans are created and proper coordination occurs. Recommends alternatives and trade-offs and ensures that support decisions are made by the appropriate team, organization, or manager internally, with ODM, and service providers

Additional Information:

• Travel Percentage: 10%

• Company:
  Panasonic
• Location:
  San Jose, CA 95128
• Status:
  Full Time, Employee
• Job Category:
  Building Construction/Skilled Trades
• Occupation:
  General/Other: Construction/Skilled Trades
• Career Level:
  Manager (Manager/Supervisor of Staff)

• Company:
  Panasonic
• Reference Code:
  0900904