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Posted: Thursday, February 23, 2017 9:07 PM

Req ID: 93974
Position Summary:
This position is within HARMAN's Lifestyle Audio Group. The successful candidate will be primarily responsible for performing a variety of technical support activities in customer service in the product/technical support function. As a technical liaison, this role will respond to customer inquiries through product and policy knowledge. Provide technical troubleshooting and problem solving to customers with installation, operational and application problems. This position requires the ability to use company policies and procedures in resolving an array of problems including promoting and maintaining positive customer relations.
Supervisory Responsibilities: This position has no supervisory responsibility
Job Responsibilities:
: Provide technical and presales support to all Luxury Audio customers with a high level of follow:through, efficiency and professionalism in all communications via telephone, Fax, E:mail and mail.
: Working in a team environment to execute product cross:training and coverage.
: Participate in training distributor service center technicians and support reps.
: Meet target call levels and response times.
: Document all customers' contacts and conversations/interactions within the CRM. .
: Assist with creation and maintenance of knowledgebase entries and creation of customer support technical documentation.
: Assist with Trade Show coordination and support.
: May involve customer training programs.
: Assist product development by participating in BETA testing.
: Report design, reliability, and maintenance problems to Engineering.
: Assess and respond to situations where standard procedures have failed in isolating and resolving the customers technical problems.
: Trouble shoot complex electrical problems; will require math skills up to Calculus.
: Read and interpret customer letters and description of problems to effectively solve customer issues.
: Easily read schematics, use service manuals, follow test procedures and use troubleshooting techniques; navigate bills of materials / research part numbers, vendor information, etc.
: Participate in a wide variety of quality improvement efforts.
Basic Qualifications:
: Bachelor at a minimum, desired should be Electrical Engineer or related field as written under next section
: Associates Degree can be substituted with extensive industry experience.
: 3 years of related experience
: Strong written communication skills required.
: Mastery of audio system set:up, operation and load out; candidate must be familiar with a wide variety of electronic product classifications, and understand complex signal flows; a strong working knowledge of HDMI, Dolby TrueHD, DTS:HD Master Audio, Dolby ATMOS, Auro:3D, and DTS:X is essential, as well as experience with using DSP for room correction / calibration..
: Mastery of managing client information
: Harman Luxury Audio systems are installed in multimillion dollar luxury homes, globally. A high level of sophistication and maturity is required to work with these clients.
: Ability to solve complex system problems quickly is essential
: Proficient with enterprise system software, such as SAP
Desired Characteristics:
: Bachelor of Science Degree in Electrical Engineering or related field
: Experience with audio system integration
: Excellent verbal and written communication skills
: Able to define problems, collect data, establish facts, and draw valid conclusions
: Ability to interpret an extensive variety of technical instructions and deal with several abstract and concrete variables.
: Proficient with Product Lifecycle Management tools, such as Omnify and Agile.
Preferred Qualifications and Desired Competencies:
: Clear and strategic thinker; proven experience in translating strategies into actionable plans
: Capable of handling multiple projects / initiatives simultaneously and executing to complet


• Location: New Haven, Shelton

• Post ID: 13933100 connecticut is an interactive computer service that enables access by multiple users and should not be treated as the publisher or speaker of any information provided by another information content provider. © 2017