Manager, Technical Support - EMEA

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.

About the Role: HARMAN Professional Solutions designs, engineers, and manufactures audio, lighting and video, and control products for entertainment and enterprise markets, including live performances, stadiums and arenas, cinema, retail, corporate, education, government, hospitality, audio recording, and more. With leading brands including JBL Professional®, AKG®, Martin®, AMX®, Soundcraft®, BSS Audio®, Crown®, dbx Professional®, and Lexicon Pro®, HARMAN Professional delivers powerful, innovative and reliable solutions that are designed for world-class performance.

The Manager, Technical Support is responsible for the development and on-going management of our Post-Sales Technical Support team for the EMEA region. This individual will ensure high levels of customer satisfaction as the support for HARMAN's distributors, and in turn, it's Systems Integration partners and/or end users. The ideal candidate has experience leading Pro Audio and/or video post-sales support.

As the leader of this team, this individual will lead a highly skilled team and instil diligence, accuracy, a sense of urgency and efficiency when meeting the operational needs of the customer and the business at large. They will also work cross functionality with other departments including Sales, Customer Service, Engineering, Operations, etc., acting as the central voice for the department, and work to align support efforts with HARMAN's goals and initiatives - proactively identifying challenges and providing cross-functional solutions.

What You Will Do:

• Technical support across all sales channels.
• Oversee the handling of Tier 2 support functions across the region.
• Escalation management of install product issues, collaborating with other departments on hardware and software resolutions
• Set expectation relating to documenting resolutions and publish articles to knowledgebase for internal, partner, and public levels.
• Establish and execute reporting to track efficiency and coverage.
• Manage employees' growth and career trajectory
• Service support across all sales channels.

What You Need to Be Successful:

• Bachelor's degree or at least 5 years of industry experience with 3 years in a leadership role.
• 5 years of experience working in the Audio / Video industry.
• Demonstrate a thorough understanding of the ProAV/IT/UC/Entertainment Industries.
• A strategic thinker with strong analytical skills who can use data to find solutions.

Bonus Points if You Have:

• Experience using Microsoft Dynamics or Salesforce CRM.
• Experience with Amazon Connect or a similar Contact Center solution.
• Database or analytics experience, such as Qlik Sense.

What Makes You Eligible:

• Willingness to travel 50% domestically and internationally.
• This role is eligible to work remotely with regular trips into various Harman facilities.

What We Offer:

• HARMAN is offering a unique opportunity for growth and development in the dynamic and exciting world of consumer electronics.
• We provide a flexible work schedule that allows you to work from home.
• At HARMAN, we value diversity and inclusivity and foster a friendly and supportive global working atmosphere. We believe in investing in our employees through career development opportunities, professional training, and competitive market-based compensation. As part of our commitment to employee well-being, we also offer a commuter travel package, environment allowance, and interesting collective health insurance scheme, pension, and employee discounts on world-class HARMAN/Samsung products (JBL, HARMAN Kardon, AKG, etc.).
• As a HARMAN employee, you will have access to professional development opportunities through HARMAN University's business and leadership academies, internal talent management leadership acceleration programs, and our "Be Brilliant" employee recognition and rewards program.

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.