Sorry, you need to enable JavaScript to visit this website.
Skip to main content
Home
    • Contact Panasonic
    • Save Page
    • Home
    • Trends
    • Connected World
    • Executive Perspective: Panasonic's Field Engineering Team Demonstrates Unmatched Support for Customers
    Back to Resource Center

    Executive Perspective: Panasonic's Field Engineering Team Demonstrates Unmatched Support for Customers

    • Contact us
      • Twitter
      • Facebook
      • Linkedin
      • Email

    Executive Perspective: Panasonic's Field Engineering Team Demonstrates Unmatched Support for Customers

    Walt Chantlos

    At the heart of the Panasonic promise is our dedication to putting our customers’ needs above all. For Panasonic Toughbook Professional Services, this means being there when extenuating circumstances arise, because even the toughest devices need a little support. With years of experience and expertise in all things mobility, Panasonic field engineers support customers from start to finish, ensuring Toughbook products operate in line with their needs. We sat down with Brian Kestenholz, Director of Mobility Field Operations for Panasonic Toughbook Mobility Solutions, to learn more about the work his team does and how it will alter in the future.

    Panasonic is known for reliable hardware, but many aren’t aware of the ProServices teams that work behind the scenes. Can you describe your team’s role at Panasonic?

    The field engineering team for Toughbook wears many hats within the company with important roles both before and after a sale is complete. From a field engineering standpoint, we’re focused on providing pre-sale solution support for our account management team to help them deliver the value proposition of Panasonic Toughbook products that set them apart from the crowd. For anything technical or service related, our certified technicians serve as the first responders to ensure that the Toughbook devices, application software and any accessory technology will meet the customer’s needs. If necessary we provide onsite technical review resources, available nationwide. Post sale, our team offers consulting services to ensure successful deployment and optimized performance of the mobile devices and operating systems within our customers’ existing infrastructure. Offered as a package or a la carte, the services offered by the team ensure that our customers have the support they need beginning the moment the device is purchased through years of use in the field.

    When customers are looking for support in the field, why do they choose Panasonic?

    There is no doubt that there is a science to a successful mobile device deployment. For about 80% of customers, the key issue of buying a rugged device is getting it out of the box and properly deployed with existing infrastructure and business applications. The field engineering team is dedicated to walking customers through this process step by step. Because all field engineers are ITIL certified, customers can trust they are receiving the highest quality of service possible.

    Our field services team really stands above the rest because of the strong, personal relationships they establish with each of our customers. Our customers enjoy the peace of mind that they can pick up the phone and get in touch with their technical engineer directly, without having to go through multiple organizations and escalations to find the right level of support. On average, mobility field engineering team members have been with Panasonic for eleven years, demonstrating a deep understanding of our product lines and the ability to provide expertise and answers efficiently.

    How is the role of Panasonic’s ProServices technicians evolving to meet the needs of customers?

    Increasingly, we’re being called upon to act not only as a technology supplier, but as a technology consultant. For many organizations, IT staffing has been reduced and we are running into more customers who aren’t prepared to face the challenges that come up when buying a new rugged mobile device. They need a partner who comes to them with real mobility expertise not only about the devices, but about the way that their industry works. At Panasonic, our goal is to have a team that can truly help customers overcome the mobile technology deployment and IT challenges that they face on a day to day basis. That means working every day to ensure that our customers are happy with the product and support they receive, because building this relationship of trust is what keeps them coming back. But of course, this is part of the way we have worked for the past two decades, reminding ourselves that the customer must always be our first priority.

    Visit us online to learn more about the services of Panasonic Toughbook and the mobility field engineering team.

    • Enterprise
    • Federal Government
    • Field Services
    • Healthcare
    • Manufacturing & Production
    • Mobile Computing
    • Oil & Gas
    • ProServices
    • Public Safety
    • Retail & Hospitality
    • Rugged
    • Transportation
    • Utilities

    Related Posts

    Woman with candle at home because of power cut
    Sustainability & Environment

    Be ready for power outages with renewable technology

    With more of us working, schooling & operating businesses from home, reliable electricity is now a must-have.
    Learn more
    Production of solar panels.
    Trends & Technology

    The rise of solar module OEM and what it means for homeowners

    Why are solar module manufacturers shifting to original equipment manufacturers to make their panels?
    Learn more
    Untouched sandy beach with palms trees and azure ocean
    Sustainability & Environment

    Rooftop solar booming in Hawaii as utility launches Quick Connect

    Aloha State homeowners embrace the sun's abundant energy with a little help from their power company.
    Learn more
    Modern passive house with solar panels and white roof for energy efficiency.
    Homeowner Insights

    6 Key Benefits of Creating a Solar-Powered Home

    Has switching your home to solar power become a no-brainer?
    Learn more
    asian family with one child having fun in the woods
    Homeowner Insights

    Why you should unify your home energy system in 2021

    Purchasing the components of your solar & storage system from a single brand has its benefits.
    Learn more
    Sunset over solar panels
    Trends & Technology

    Solar-plus-storage poised to become more financially attractive, but seasonal solutions remain key

    The current and future state of solar power and energy storage in America.
    Learn more
    Father and son hiking through the mountain at sunrise
    Trends & Technology

    4 home renewable energy predictions in 2021

    Panasonic's Dan Glaser gives his residential renewable energy predictions and outlook for 2021.
    Learn more
    Wooden blocks with the word ROI and green arrow up. High level of business profitability. Return on investment, invested capital, rate. Success. Growth. Analytics. Report
    Financial & Incentives

    How quickly will your solar panels pay for themselves?

    Understanding payback period and return on investment of your solar panel purchase.
    Learn more
    Businesswomen discussing by table in office
    Financial & Incentives

    How to accelerate solar adoption for the underserved

    As solar panels have become more affordable, there's no reason home solar has to be exclusive to upper income households.
    Learn more
    Caucasian family sitting in a teepee, reading stories with the flashlight in dark room with toys and pillows. Caucasian models. Home comfort, family, love, Christmas holidays, storytelling time.
    Homeowner Insights

    How Homeowners Can Prepare For Rolling Blackouts

    Common questions and answers about rolling blackouts and solar-powered homes.
    Learn more
    Older female farmer with granddaughter
    Sustainability & Environment

    Mayors unveil $60B plan to support Midwest energy transition

    As fossil fuel use continues to decline, Midwest officials want to build on the green movement foundation.
    Learn more
    Buildings & Roof Tops Of Bisbee, Arizona
    Trends & Technology

    A $100 million investment will fund the largest ‘virtual power plant’ in the U.S.

    Combining innovative thinking and technology, companies are redefining how energy can be saved, re-distributed and consumed more efficiently.
    Learn more
    Back to Trends

    Contact Sales

    Thank you for your submission. A Panasonic representative will contact you.

    Contact Support

    Thank you for your submission. A Panasonic representative will contact you.

    • About Us
    • News
    • Careers
    • Investor Relations
    • Social Impact
    • Contact Us
    • Do Not Sell My Data

    Get the Latest on Panasonic Trends

    Thanks for signing up!

    Connect with us

    • Twitter
    • Facebook
    • Linkedin
    • Instagram Link
    • Youtube

    Select Country/Language

    • United States - English
    • Canada - English
    • Canada - Français
    © 2020 Panasonic Corporation of North America. All Rights Reserved.
    • Privacy Policy
    • Cookie Policy
    • Terms
    • Panasonic Global
    • Consumer
    • Industrial
    Reviewed by Accessible 360
    Reviewed by Accessible 360