Full Job Description
A Career at HARMAN
As a technology leader that is rapidly on the move, HARMAN is filled with people who are focused on making life better. Innovation, inclusivity and teamwork are a part of our DNA. When you add that to the challenges we take on and solve together, you’ll discover that at HARMAN you can grow, make a difference and be proud of the work you do every day.
About the Role
You will be working with HARMAN’s Lifestyle Audio Group located in Northridge. You will be performing a variety of technical support activities in customer service in the product/technical support function. As a technical liaison, you will respond to customer inquiries through product and policy knowledge and provide technical troubleshooting and problem solving to customers with installation, operational, and application problems. This position requires the ability to use company policies and procedures in resolving an array of problems including promoting and maintaining positive customer relations.
You will report to the Manager, Customer Service, Quality.
What You Will Do
Provide technical and presales support to all Luxury Audio customers with a high level of follow-through, efficiency, and professionalism in all communications via telephone, Fax, E-mail, and mail.
Participate in training distributor service center technicians and support reps.
Document all customers’ contacts and conversations/interactions within the CRM.
Assist with creation and maintenance of knowledgebase entries and creation of customer support technical documentation.
Assist product development by participating in BETA testing.
Report design, reliability, and maintenance problems to Engineering.
Assess and respond to situations where standard procedures have failed in isolating and resolving the customer's technical problems.
Trouble-shoot complex electrical problems; will require math skills up to Calculus.
Easily read schematics, use service manuals, follow test procedures and use troubleshooting techniques; navigate bills of materials / research part numbers, vendor information, etc.
Participate in a wide variety of quality improvement efforts.
What You Need
Bachelors degree or 3 years of equivalent industry experience.
Experience with cinema multi-channel audio (i.e. HDMI, Dolby, DTS) and room correction / calibration.
Experience working with high-end clients for our Harman Luxury Audio systems.
Ability to solve complex system problems quickly is essential.
Proficient with enterprise system software, such as SAP.
Nice to Have
Bachelor of Science Degree in Electrical Engineering.
Experience with audio system integration.
Able to define problems, collect data, establish facts, and draw valid conclusions.
Ability to interpret an extensive variety of technical instructions and deal with several abstract and concrete variables.
Proficient with Product Lifecycle Management tools, such as Omnify.
What Makes You Eligible
Willingness to travel 5% of the time, domestic and possibly internationally.
Willingness to work in an office in Northridge, CA.
Any offer of employment is conditioned upon the successful completion of a background investigation and drug screen.
What We Offer
Competitive wellness benefits.
An inclusive and diverse work environment that fosters and encourages career development opportunities.
Flexible work schedule with a culture encouraging work-life integration.
On-site opportunities to focus on personal well-being and development are provided by our Wellness Committee, Volunteer Committee, and Harman Women’s Network.
Professional development opportunities through HARMAN University’s business and leadership academies and extensive course catalog.
Opportunity to collaborate with talented teams across the world.
Access to employee discounts on world-class HARMAN products (JBL, Harman/Kardon, etc.)
HARMAN is an Equal Opportunity /Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or Protected Veterans status. HARMAN offers a great work environment, challenging career opportunities, professional training and competitive compensation. (www.harman.com)