Specialist, After Sales Support, Coa ANZ

Specialist, After Sales Support, CoA ANZ

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

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.

Important Notice: Recruitment Scams

Please be aware that HARMAN recruiters will always communicate with you from an '@harman.com', '@careers.harman.com' or '@harmanglobal.avature.net' 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 one of the above email domains about a job with HARMAN, please cease communication immediately and report the incident to us through: harmancareers@harman.com.

HARMAN is proud to be an Equal Opportunity employer. HARMAN strives to hire the best qualified candidates and is committed to building a workforce representative of the diverse marketplaces and communities of our global colleagues and customers. 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. HARMAN attracts, hires, and develops employees based on merit, qualifications and job-related performance.