Technical Support Agent

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.
- About the Role
- This position is within HARMAN’s Professional Division. This role is a working lead position for team which will provide technical information to consultants, dealers,
- and end-users in English, verbally and written, relevant to the Harman Professional brands.

What You Will DoManage technical support coordination activities.-
- Supervise and mentor TS Coordinator teamAnswers first level technical questions and audio, video, and lighting products, and transfers/escalates tier 2 and 3 inquiries to product experts within Technical Support-
- Contribute to internal and external knowledge base, and be power user in finding relevant articles, and directing customers to solutions.-
- Exercises judgment within defined practices and policies in selecting best methods and/or techniques for solving problems and obtaining solutions for the customer.-
- Create RMAs (repair authorizations) for returns, if necessary.-
- Provides part numbers for external repairs.-
- Oral and written communication with U.S. customers in English.-
- Excellent customer service skills a must. Incumbent will often be representing the company as regards to “first impression”.What You Need- Associate degree or 2-years education in a technical field.-
- Or Minimum two years’ experience in a technical or customer service role; preference given for Audio, Video, or Lighting experience.-
- 2-years experience supervising other employees-
- English fluency, oral and written.-
- General commuting skills, typing, and MS Office suite competencyWhat is Nice to Have- Knowledge of general audio principles.-
- Basic electronics knowledge-
- Bachelor degree in a related field plus two plus years’ experience in audio, video, control, lighting, or IT.-
- Previous management experience-
- Knowledge of company and competitors’ products.-
- Proven interpersonal and written communication skills.-
- Experience using Microsoft Dynamics 365, or Salesforce CRM.-
- Strong computer skills using Microsoft Operating System, Office.What Makes You Eligible- Willingness to work in an office located in Tijuana, MX.-
- HARMAN will only employ those who are legally authorized to work in Mexico for this opening.-
- Any offer of employment is conditioned upon the successful completion of a background investigation and drug screen.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-
- Access to HARMAN Campus Fitness Center and Cafeteria-
- An inclusive and diverse work environment that fosters and encourages professional and personal developmentHARMAN is an Equal Opportunity /Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race,color, religion, sex, sexual orientation, gender identity, national origin,disability or Protected Veterans status. HARMAN offers a great work environment, challenging career opportunities, professional training and competitive compensation.

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