Medical Communications Agency jobs in Greater Toronto Area, ON

• 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.

• 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.

• 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

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.