Case Manager

2 weeks ago

Bommasandra, India HARMAN International Full time

HARMAN's engineers and designers are creative, purposeful and agile. As part of this team, you'll combine your technical expertise with innovative ideas to help drive cutting-edge solutions in the automotive, enterprise, and connected ecosystem. Each day, you will challenge the limits of creative design, and HARMAN is dedicated to offering you the opportunities, advanced technologies, and resources to shape a successful career.

A Career at HARMAN

Being a tech leader in motion, HARMAN harbors individuals committed to enhancing lives. Innovation, inclusivity, and collaboration flow in our DNA. In tandem with the hurdles we conquer collectively, you will realize that at HARMAN, you can evolve, create an impact, and take pride in your daily achievements.

The Case Manager role involves overseeing queues to allocate cases to engineers and handling pressure while fostering effective communication with the engineering and leadership teams. Daily tasks stem from customer cases lodged via the web portal or phone support. The primary responsibilities include:

  • Check, verify, and trace case assignments.
  • Reassign cases to the appropriate queues: network, region-wise, etc.
  • Allocate cases to the designated engineer.
  • Regularly monitor incoming case queues, evaluate needs, and assign cases. Generate daily reports on case statuses.
  • Adhere to service level agreements (SLAs) and response times for contacting customers regarding assigned cases.
  • Alert Managers of potential SLA violations. Identify and rectify cases at risk of breaching established SLAs.
  • Collaborate with other service lines before transferring or receiving cases from other queues.
  • Periodically assess available engineers to assign cases. Notify the Manager if insufficient resources are available.
  • Follow internal protocols for assigning and tracking cases. Verify proper case severity based on standardized workflows. Reach out to the appropriate engineer or alternate contact as per the standard process.
  • Review case audit trails.
  • Monitor and report queue conditions as highlighted by management for cases at risk of SLA breaches.
  • Stay informed about relevant service level agreements.
  • Report long-term queue trends to management for SLA compliance purposes.
  • Provide insights on potential process enhancements for general case and queue management.
  • Support and guide new Case Managers.
  • Enhance workload balancing procedures.
  • Handle SR transfers within regional and global centers.

HARMAN takes pride in being an Equal Opportunity/Affirmative Action employer. All qualified candidates will be considered for employment without regard to race, religion, nationality, gender, sexual orientation, age, veteran status, disability, or any other legally protected characteristic.

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