Supervisor, Service & Quality

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.

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:

- Supervise and coach Customer Service team to satisfy customer with service experience we provide – Outside Call center and Outside Service Center - Supervise and coach Quality team with all efforts to improve the quality of the products we purchase from overseas suppliers – Outside Service Center / Inspection partners. - Make decisions as specified in Harman's Policies, Practices, and Authorized Procedures. - Drive and maintain customer focus across outside partners, and regional/global teams (SCM, Product marketing, Sales, Business Planning, Order management and Finance in Japan/Global Service Operation team in the US for the Service tasks, and Global Quality team in Shenzhen for the Quality tasks)

What you will do:

As a lead of Service team:

• Communicate and supervise Call center to ensure safe and efficient operation.
• Provide a call center operation system (we use Salesforce), product information, and products and equipment for product training of call center operators.
• Provide support in responding to escalated important matters and irregular matters (instructions on how to respond, allocation to the appropriate department).
• Communicate and supervise Service Center to ensure safe and efficient operation.
• Provide a repair management system, product information, repair technology information, repair price information, and repair parts.
• Provide judgement and advice when important matters or irregularities occur.
• Communicate with Call Center/Service Center to budget operating costs (personnel, rented space, material, transportation, etc.).
• Secure efficient & productive customer service process for high customer satisfaction rate.

As a lead of Quality team:

• Collaborate with Quality partner to perform quality check and evaluation on ODM's prototypes and report feedback to quality evaluation team at Head office. The purpose of this task is to eliminate as many quality issues as possible before mass production as well as improve the quality of mass-produced products.
• Collaborate with Quality partner to execute inspection of Mass-produced products / Luxury Audio Products to evaluate and ensure that products meet Japanese quality standards before entering the Japanese market.
• Work with Global (overseas headquarters) and related teams to improve product quality when a quality problem occurs in the Japanese market.
• Deal with reporting to the relevant government agency for major quality problem in the Japanese market.
• Attend the 1st investigation with your technical knowledge.
• Share and report the status of the 1st investigation with the global (overseas headquarters) for investigation the root cause and implementation of countermeasures.
• Respond courteously and sincerely to customers who experienced or pointed out important quality issues.

What you need to be successful:

- Minimum of 5 years' work experience in Customer Service or/and Quality department as a manager or supervisor or lead. - Electrical knowledge in case of Quality lead - Advanced English skills. - Advanced Microsoft Excel/PowerPoint skills.

Bonus points if you have:

• Self-starter, highly motivated and result-driven.
• Ability to persevere and try to solve problems even if things don't go as planned.
• Ability to see things from the customer's perspective.
• Collaboration and communication skills with others.
• Logical thinking and problem-solving skills.
• Organize and perform tasks based on priorities.

What makes you eligible:

• Be willing to travel up to 10%, domestic and international travel.
• Be willing to work in Tokyo Akihabara office.
• Successfully complete a background investigation as a condition of employment.

What we offer:

- We offer an authentic diverse, equal, and inclusive work environment that fosters and encourages professional and personal development in a truly global organization.

- You will work on products and services that touch people's lives and will change the industrial standards, being a part of the transformations in our industry.

- Our work environments are fast paced, challenging, empowering, collaborative, flexible and exciting.

- We offer our own HARMAN University with regular updates on the new technologies and trends by utilizing various sessions organized by Self Learning and Development Trainings to help grow and advance talent.

- We offer competitive compensation/benefit programs and recognition programs.

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.