What are the responsibilities and job description for the Technical Support Engineer position at HARMAN International?
About The Role
As the Technical Support Engineer, you will provide technical support to consultants, contractors, and end-users with product and troubleshooting information relevant to the Harman Professional brands.
What You Will Do
As the Technical Support Engineer, you will provide technical support to consultants, contractors, and end-users with product and troubleshooting information relevant to the Harman Professional brands.
What You Will Do
- Provide high-level technical expertise to both Internal and External customers.
- Create digital customer self-help materials for Audio brands.
- Make design recommendations to internal and external stakeholders on best practices and correct utilization of Harman Professional equipment.
- Log product problems within the HAR Customer Relationship Mgmt. (CRM) System and escalate to Mgmt. & Engineering teams when appropriate.
- Attempt to resolve customer issues while products are still in the field, eliminating the need for a product return or exchange.
- Exercise judgment within defined practices and policies in selecting the best methods and /or techniques for solving problems and obtaining solutions for the customer.
- Issue repair authorizations and advanced replacement requests when necessary.
- When required, help with spare parts identification.
- Work with customers and sales partners to identify and arrange customers' training needs.
- Research and create product comparison sheets for sales reps and internal customers
- Strong knowledge of audio principles.
- Minimum 5 years’ experience in the professional audio industry
- Live Music/Lighting Production Experience
- Extensive knowledge of company and competitors Audio products.
- Experience with Home Studio Products and Techniques.
- Associate degree in a related field.
- Proven interpersonal and written communication skills.
- Experience using Adobe Creative Suite - After Effects, Premiere and Photoshop
- Strong computer skills using Microsoft Operating System, Office products, and MAC OS X.
- Extensive knowledge of the company and competitors, Lighting products
- Willingness to travel up to 30%.
- Willingness to work in an office located in Northridge, CA
- Successfully complete a background investigation and drug screen as a condition of employment
- 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
- An inclusive and diverse work environment that fosters and encourages professional and personal development
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