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
This position is within HARMAN’s Professional Division. This role will provide technical information to consultants, dealers, and end-users in English, verbally and written, relevant to the Harman Professional brands.
What You Will Do
Starts cases in CRM from phone calls, email, and chat, and coordinates and documents solutions provided to customer.
Answers first level technical questions and audio, video, and lighting products, and transfers/escalates tier 2 and 3 inquiries to product experts within Technical Support
Contribute to internal and external knowledge base, and be power user in finding relevant articles, and directing customers to solutions.
Exercises judgment within defined practices and policies in selecting best methods and/or techniques for solving problems and obtaining solutions for the customer.
Create RMAs (repair authorizations) for returns, if necessary.
Provides part numbers for external repairs.
Oral and written communication with U.S. customers in English.
Excellent customer service skills a must. Incumbent will often be representing the company as regards to “first impression”.
What You Need
Associate degree or 2-years education in a technical field.
Or Minimum two years’ experience in a technical or customer service role; preference given for Audio, Video, or Lighting experience.
English fluency, oral and written.
General commuting skills, typing, and MS Office suite competency. Networking knowledge.
What is Nice to Have
Knowledge of general audio principles.
Basic electronics knowledge
Bachelor degree in a related field plus two plus years’ experience in audio, video, control, lighting, or IT.
Knowledge of company and competitors’ products.
Proven interpersonal and written communication skills.
Experience using Microsoft Dynamics 365, or Salesforce CRM.
Strong computer skills using Microsoft Operating System, Office.
What Makes You Eligible
Willingness to work in an office located in Tijuana, MX.
HARMAN will only employ those who are legally authorized to work in Mexico for this opening.
Any offer of employment is conditioned upon the successful completion of a background investigation and drug screen.
What We Offer
Competitive salary and Benefits above of stablish by law
Access to employee discounts on world-class Harman and Samsung products (JBL, HARMAN Kardon, AKG, etc.)
Extensive training opportunities through our own HARMAN University
Access to Cafeteria
An inclusive and diverse work environment that fosters and encourages professional and personal development
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.