Specialist, After Sales Support, CoA ANZ

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.

Introduction: A Career at HARMAN Lifestyle
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
We are seeking an experienced person with Service and Customer service skills to assist our logistics Manager running our after-sales customer service and repair centres across Australia and New Zealand. You will be responsible for ensuring timely, high-quality support for our call centre and distributors, plus ensuring our techincial repair network runs smoothly. You will be a key player in driving our brand to have excellent end to end customer satisfaction.
You will report directly to the Sales Operations, Consumer Audio, ANZ.

What You Will Do
• Escalation Handling
o Act as the final point of contact for complex customer complaints, resolving technical or service issues to protect the brands reputation
• Team Leadership
o Mentor customer facing staff
o Ensure they have the necessary product knowledge and tools
• Quality Assurance
o Ensure customer escalations are handled correctly
• Performance Tracking
o Prepare detailed operational reports for management, highlighting trends and cost’s 
• Logistics and Spare parts
o Oversee and assist to control the inventory levels at service centres
• Refurbish
o Oversee and assist the final output of refurbished products
• Credit and Invoice approvals
o Review invoices/credit claims and issue claim ref# 

What You Need to Be Successful
• Knowledge of Australian Consumer Law (ACL) and the NZ Consumer Guarantees Act (CGA) regardng product returns and repairs
• Thorough understanding of consumer electronics or Audio troubleshooting procedures
• De-Escalation skills  - Execptional skills in resolving high priority customer complaints and managing “brand at risk” situtations
• CRM platforms such as salesforce
• High Level of Excel
• Ability to work cross functionally with Sales, Marketing, logistics and Engerneering teams
• Adaptability

Bonus Points if You Have
• Minimum 3 years experience in customer service role
• High Level negotiation skills
• Audio expertise: Bluetooth protocols (SBC,AAC,LDAC) , Auracast & wifi (2.4GHz Vs 5GHz)
• Home theatre systems and complex audio setups
• ERP systems such as SAP
• Love of music 

What Makes You Eligible
• Professional working proficiency in English
• Eligible to work in Australia

What We Offer
• Flexible work environment
• Access to employee discounts on world-class Harman products (JBL, HARMAN Kardon, AKG, etc.)
• Extensive training opportunities through our own HARMAN University
• “Be Brilliant” employee recognition and rewards program
• 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.