Specialist Ii, Technical Customer Support

We re a global multi-disciplinary team that s putting the innovative power of technology to work and transforming tomorrow As a member of HARMAN Lifestyle you connect consumers with the power of superior sound Contribute your talents to high-end esteemed brands like JBL Mark Levinson and Revel Unite your passion for audio innovation with high-tech product development Create pitch-perfect cutting-edge technology that elevates the listening experience About the Role The Service-in-Charge will provide both technical and operational supervisory support for service centers and customers in the southern region He is responsible for ensuring the smooth functioning of customer support operations in the region Responsibilities include front-end phone support online remote assistance system calibration and software hardware troubleshooting for both service centres and customers as well as internal product support This position requires broad and comprehensive experience skills and knowledge of the organization s products policies and practices Business travel is required The candidate must be able to work professionally with all levels of employees and effectively interface with external professionals service centre distributors and dealers The ideal candidate must possess exceptional communication presentation and teamwork skills What You Will Do Directly supervise the operations of Harman-appointed service centers AHSCs located in the assigned territory Carry out supervisory responsibilities in accordance with the organization s policies and applicable laws Responsible for providing technical support to the authorized service centers in the assigned category Ensure AHSCs address customer inquiries regarding non-functioning products including spare parts and complete systems by answering questions and resolving issues in a timely manner Handle escalations effectively by addressing cases within 4 working hours and ensuring the fastest possible closure Closely monitor the turnaround time of repairs and take action to reduce pending cases Conduct periodic audits as per the defined calendar and ensure that AHSC infrastructure is maintained as per SLA requirements Review and approve all work orders and ensure warranty claim settlements with AHSCs are processed as per the schedule Interact with customers often of higher rank to ensure high levels of customer satisfaction Proactively address complaints and ensure customer satisfaction remains at the highest level Collaborate with other HARMAN business units to resolve service issues resulting from customer interactions Ensure achievement of service deliverables through AHSCs and continuously enhance customer satisfaction Meet customers and partners periodically to understand their expectations regarding service and implement actions to meet those expectations Assist service partners in training service technicians on appropriate customer interaction practices and provide technical training periodically Periodically update service management on the quality and performance of Harman products What You Need to Be Successful Fluency in computer technologies video technologies audio-over-IP networking and DSP technology Gain Structure AEC Telephony Prior experience in a technical support role in the professional audio industry Minimum of 5 years of supervisory experience Bonus Points if You Have Bachelor s or Master s degree in Engineering - Electronics Telecommunication Instrumentation or Sound Engineering or a Diploma in Electronics Telecommunication or Sound Engineering Experience with Unified Communications systems Cisco Avaya Polycom etc Networking certification in the IT industry such as CCNA Experience with third-party control integration AMX Q-SYS Crestron etc AV industry certifications such as CTS or ANP What Makes You Eligible Fluency in English verbal and written Hindi and Kannada verbal along with good presentation skills Willingness to travel up to 70 domestic or both domestic and international Willing to work from the office Willing to work flexible hours as required by global infrastructure demands What We Offer Flexible work environment allowing for full-time remote work globally for positions that can be performed outside a HARMAN or customer location Access to employee discounts on world-class Harman and Samsung products JBL HARMAN Kardon AKG etc Extensive training opportunities through our own HARMAN University Competitive wellness benefits Tuition reimbursement Be Brilliant employee recognition and rewards program An inclusive and diverse work environment that fosters and encourages professional and personal development You Belong Here HARMAN is committed to making every employee feel welcomed valued and empowered No matter what role you play we encourage you to share your ideas voice your distinct perspective and bring your whole self with you - all within a support-minded culture that celebrates what makes each of us unique We also recognize that learning is a lifelong pursuit and want you to flourish We proudly offer added opportunities for training development and continuing education further empowering you to live the career you want About HARMAN Where Innovation Unleashes Next-Level Technology Ever since the 1920s we ve been amplifying the sense of sound Today that legacy endures with integrated technology platforms that make the world smarter safer and more connected Across automotive lifestyle and digital transformation solutions we create innovative technologies that turn ordinary moments into extraordinary experiences Our renowned automotive and lifestyle solutions can be found everywhere from the music we play in our cars and homes to venues that feature today s most sought-after performers while our digital transformation solutions serve humanity by addressing the world s ever-evolving needs and demands Marketing our award-winning portfolio under 16 iconic brands such as JBL Mark Levinson and Revel we set ourselves apart by exceeding the highest engineering and design standards for our customers our partners and each other If you re ready to innovate and do work that makes a lasting impact LI-NS1 Important Notice Recruitment Scams Please be aware that HARMAN recruiters will always communicate with you from an harman com email address We will never ask for payments banking credit card personal financial information or access to your LinkedIn email account during the screening interview or recruitment process If you are asked for such information or receive communication from an email address not ending in harman com about a job with HARMAN please cease communication immediately and report the incident to us through HARMAN is proud to be an Equal Opportunity Affirmative Action employer All qualified applicants will receive consideration for employment without regard to race religion color national origin gender including pregnancy childbirth or related medical conditions sexual orientation gender identity gender expression age status as a protected veteran status as an individual with a disability or other applicable legally protected characteristics 2025 HARMAN International All Rights Reserved If you are using a screen reader and are having problems using this website please call 800 645-7484 for assistance