National Service Support Specialist

Overview WHO YOU ARE AT PANASONIC CANADA: Panasonic Canada Inc. is currently looking to hire for the position of National Service Support Specialist. Supports the National Service Manager in the day-to-day operations and continuous improvement of Panasonic Canada’s authorized service network. Serves as a key liaison between customers, authorized service providers, dealers, Sales, Quality Assurance, and Technical Support teams to ensure the timely resolution of service-related issues and the delivery of a positive customer experience. Handles escalated customer concerns and provides support in areas including field service operations, warranty administration, service provider performance monitoring, and regulatory compliance. Acts as a senior escalation resource for the service network, while identifying and implementing opportunities to enhance service quality, customer satisfaction, operational efficiency, and overall business performance. This is a full-time position. This position is hybrid. Any office-based work will be performed from our Mississauga office at Ambler Drive. Candidates must be legally eligible to work in Canada at the time of application. Please note, Panasonic Canada Inc. does not offer sponsorship to individuals for the purpose of obtaining temporary work permit/visa or permanent residency. Responsibilities WHAT YOU’LL DO: Support the National Service Manager in maintaining a high-performing authorized service network and field service infrastructure across Canada, ensuring appropriate service coverage across product lines and consistent application of service policies, warranty programs, and repair procedures. Collaborate with dealers, authorized service providers, Sales, Quality Assurance, and Technical Support teams to promptly resolve customer, service, and technical issues, while supporting the delivery of service initiatives and technical training programs. Monitor authorized servicer performance, support continuous improvement activities, and assist with the implementation and effectiveness of service programs and network enhancements. Review and approve warranty claims submitted by authorized servicers in accordance with approved warranty guidelines, evaluating repair history, repair cost caps, warranty eligibility, and overall cost-effectiveness to determine the most appropriate resolution for the business. Track warranty claim activity, service provider compliance, customer satisfaction results, repair turnaround times, and service costs to identify trends, ensure adherence to company policies, and recommend process improvements. Partner with the National Service Manager, Technical Support, and Quality Assurance teams to investigate recurring issues, address audit findings, implement corrective actions, and prepare reports that support management decision-making and continuous improvement initiatives. Manage escalated customer cases, including priority Product Incident matters received from call centres, customers, dealers, Sales, and authorized service providers. Provide guidance on complex or sensitive situations, recommend or approve accommodations, exchanges, and goodwill resolutions, and serve as the primary contact for consumer complaints involving regulatory agencies and court offices. Review backorder and fast-moving parts reports, verify delivery timelines, coordinate with factories and suppliers regarding pricing, inventory availability, substitutions, part numbers, and backorder status, communicate updates to customer service teams, obtain approvals for non-routine requests, and place parts orders in accordance with established guidelines. Qualifications MUST-HAVES: Minimum high school diploma with at least 5 years of customer service experience, including direct interaction with small business operations (e.g., dealers or service centres) and/or large-scale national retail chains. Experience supporting Panasonic customers and products is considered an asset. Proficiency with Microsoft Office, SAP, SAP BI, and CRM systems, with the ability to use multiple platforms to manage service operations, customer inquiries, reporting, and warranty-related activities. Strong problem-solving skills with the ability to implement fair and effective solutions for customer satisfaction issues, including repeat repairs, out-of-warranty exceptions, and other escalated service concerns. Demonstrated analytical skills with the ability to assess service issues, evaluate multiple resolution options, identify the most effective course of action, and support continuous improvement initiatives. Ability to investigate recurring service concerns, collaborate with cross-functional teams to identify root causes, and implement corrective actions to minimize service delays, warranty costs, and customer impact. Effective communication and relationship-building skills, with the ability to interact professionally with customers, dealers, authorized servicers, Account Managers, Quality Assurance, and internal stakeholders, including delivering difficult or unfavourable information when required. Knowledge of product safety processes and regulatory requirements, with the ability to manage sensitive product safety cases, adhere to established policies, maintain detailed documentation, and exercise appropriate judgment in matters involving potential personal injury or property damage. Strong influencing and negotiation skills, with the ability to gain approval for recommended changes and successfully negotiate resolutions related to repeat repairs, warranty exceptions, and other customer satisfaction matters while balancing business objectives and customer needs. WHAT YOU’LL EARN: The annual salary range for this position is $55,000 - $70,000 CAD. Actual compensation offered to the selected incumbent will vary depending on the individual’s knowledge, skills and experience related to the role. 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) Pregnancy 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. Panasonic Canada Inc. offers a Flexible Work Options policy which includes the ability to work remote, mobile, and create a compressed work schedule. 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. Panasonic is creating technologies that move us. 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. As part of our recruitment process, we may use automated or artificial intelligence-based tools to assist with sourcing and identifying potential candidates. These tools are used to support, not replace, human decision making. 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. We are therefore committed to developing and realizing programs, tools and processes that ensure a diverse, equitable and inclusive environment for our employees. 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. REQ-156107 WHAT YOU’LL DO: Support the National Service Manager in maintaining a high-performing authorized service network and field service infrastructure across Canada, ensuring appropriate service coverage across product lines and consistent application of service policies, warranty programs, and repair procedures. Collaborate with dealers, authorized service providers, Sales, Quality Assurance, and Technical Support teams to promptly resolve customer, service, and technical issues, while supporting the delivery of service initiatives and technical training programs. Monitor authorized servicer performance, support continuous improvement activities, and assist with the implementation and effectiveness of service programs and network enhancements. Review and approve warranty claims submitted by authorized servicers in accordance with approved warranty guidelines, evaluating repair history, repair cost caps, warranty eligibility, and overall cost-effectiveness to determine the most appropriate resolution for the business. Track warranty claim activity, service provider compliance, customer satisfaction results, repair turnaround times, and service costs to identify trends, ensure adherence to company policies, and recommend process improvements. Partner with the National Service Manager, Technical Support, and Quality Assurance teams to investigate recurring issues, address audit findings, implement corrective actions, and prepare reports that support management decision-making and continuous improvement initiatives. Manage escalated customer cases, including priority Product Incident matters received from call centres, customers, dealers, Sales, and authorized service providers. Provide guidance on complex or sensitive situations, recommend or approve accommodations, exchanges, and goodwill resolutions, and serve as the primary contact for consumer complaints involving regulatory agencies and court offices. Review backorder and fast-moving parts reports, verify delivery timelines, coordinate with factories and suppliers regarding pricing, inventory availability, substitutions, part numbers, and backorder status, communicate updates to customer service teams, obtain approvals for non-routine requests, and place parts orders in accordance with established guidelines. MUST-HAVES: Minimum high school diploma with at least 5 years of customer service experience, including direct interaction with small business operations (e.g., dealers or service centres) and/or large-scale national retail chains. Experience supporting Panasonic customers and products is considered an asset. Proficiency with Microsoft Office, SAP, SAP BI, and CRM systems, with the ability to use multiple platforms to manage service operations, customer inquiries, reporting, and warranty-related activities. Strong problem-solving skills with the ability to implement fair and effective solutions for customer satisfaction issues, including repeat repairs, out-of-warranty exceptions, and other escalated service concerns. Demonstrated analytical skills with the ability to assess service issues, evaluate multiple resolution options, identify the most effective course of action, and support continuous improvement initiatives. Ability to investigate recurring service concerns, collaborate with cross-functional teams to identify root causes, and implement corrective actions to minimize service delays, warranty costs, and customer impact. Effective communication and relationship-building skills, with the ability to interact professionally with customers, dealers, authorized servicers, Account Managers, Quality Assurance, and internal stakeholders, including delivering difficult or unfavourable information when required. Knowledge of product safety processes and regulatory requirements, with the ability to manage sensitive product safety cases, adhere to established policies, maintain detailed documentation, and exercise appropriate judgment in matters involving potential personal injury or property damage. Strong influencing and negotiation skills, with the ability to gain approval for recommended changes and successfully negotiate resolutions related to repeat repairs, warranty exceptions, and other customer satisfaction matters while balancing business objectives and customer needs. WHAT YOU’LL EARN: The annual salary range for this position is $55,000 - $70,000 CAD. Actual compensation offered to the selected incumbent will vary depending on the individual’s knowledge, skills and experience related to the role. 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) Pregnancy 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. Panasonic Canada Inc. offers a Flexible Work Options policy which includes the ability to work remote, mobile, and create a compressed work schedule. 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. Panasonic is creating technologies that move us. 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. As part of our recruitment process, we may use automated or artificial intelligence-based tools to assist with sourcing and identifying potential candidates. These tools are used to support, not replace, human decision making. 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. We are therefore committed to developing and realizing programs, tools and processes that ensure a diverse, equitable and inclusive environment for our employees. 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.