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 approval

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