Job Description

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
The Service-in-Charge will provide both technical and operational supervisory support for service centers and customers in the southern region. He is responsible for ensuring the smooth functioning of customer support operations in the region. Responsibilities include front-end phone support, online remote assistance, system calibration, and software/hardware troubleshooting for both service centres and customers, as well as internal product support. This position requires broad and comprehensive experience, skills, and knowledge of the organization's products, policies, and practices. Business travel is required. The candidate must be able to work professionally with all levels of employees and effectively interface with external professionals, service centre distributors, and dealers. The ideal candidate must possess exceptional communication, presentation, and teamwork skills.
What You Will Do
Directly supervise the operations of Harman-appointed service centers (AHSCs) located in the assigned territory.
Carry out supervisory responsibilities in accordance with the organization's policies and applicable laws.
Responsible for providing technical support to the authorized service centers in the assigned category.
Ensure AHSCs address customer inquiries regarding non-functioning products, including spare parts and complete systems, by answering questions and resolving issues in a timely manner.
Handle escalations effectively by addressing cases within 4 working hours and ensuring the fastest possible closure.
Closely monitor the turnaround time of repairs and take action to reduce pending cases.
Conduct periodic audits as per the defined calendar and ensure that AHSC infrastructure is maintained as per SLA requirements.
Review and approve all work orders and ensure warranty claim settlements with AHSCs are processed as per the schedule.
Interact with customers, often of higher rank, to ensure high levels of customer satisfaction. Proactively address complaints and ensure customer satisfaction remains at the highest level.
Collaborate with other HARMAN business units to resolve service issues resulting from customer interactions.
Ensure achievement of service deliverables through AHSCs and continuously enhance customer satisfaction.
Meet customers and partners periodically to understand their expectations regarding service and implement actions to meet those expectations.
Assist service partners in training service technicians on appropriate customer interaction practices and provide technical training periodically.
Periodically update service management on the quality and performance of Harman products.
What You Need to Be Successful
Fluency in computer technologies, video technologies, audio-over-IP networking, and DSP technology (Gain Structure, AEC, Telephony).
Prior experience in a technical support role in the professional audio industry.
Minimum of 5 years of supervisory experience.
Bonus Points if You Have
Bachelor's or Master's degree in Engineering - Electronics, Telecommunication, Instrumentation, or Sound Engineering; or a Diploma in Electronics, Telecommunication, or Sound Engineering.
Experience with Unified Communications systems (Cisco, Avaya, Polycom, etc.).
Networking certification in the IT industry, such as CCNA.
Experience with third-party control integration (AMX, Q-SYS, Crestron, etc.).
AV industry certifications such as CTS or ANP.
What Makes You Eligible
Fluency in English (verbal and written), Hindi, and Kannada (verbal), along with good presentation skills.
Willingness to travel up to 70% (domestic or both domestic and international).
Willing to work from the office.
Willing to work flexible hours as required by global infrastructure demands.
What We Offer
Flexible work environment, allowing for full-time remote work globally for positions that can be performed outside a HARMAN or customer location
Access to employee discounts on world-class Harman and Samsung products (JBL, HARMAN Kardon, AKG, etc.)
Extensive training opportunities through our own HARMAN University
Competitive wellness benefits
Tuition reimbursement
"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.
If you're ready to innovate and do work that makes a lasting impact, !
#LI-NS1
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