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Field Support Engineer

Date: Nov 30, 2018

Location: Northridge, CA, US

Company: HARMAN International

Requisition Id : 114173 

Additional Work Location(s) ​​​​​:  

A Career at HARMAN

We are ONE HARMAN. We are greater than the sum of our divisions or brands. We proudly talk about our many iconic brands and describe how our technologies are transforming the car, the workplace and everywhere in between.  We work hard. We create useful, playful, beautiful things. We strive for excellence and we aim to win as a team. No matter the position, every employee at HARMAN is expected to demonstrate our core competencies:  leadership, change-orientation, collaboration, judgment and a results-driven mindset.  At HARMAN, we expect brilliance.  You can expect a career full of brilliant possibilities. 

 

Position Summary:

This position is within HARMAN’s Lifestyle Audio Group located in Northridge. 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 customer's 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:

  • Bachelors degree required, in Electrical Engineering or related field
  • 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

 

Preferred Qualifications:

  • 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.

 

Eligibility Requirements:

  • Willingness to travel 5% of the time.
  • Willingness to work in an office in Northridge, CA.
  • Any offer of employment is conditioned upon the successful completion of a background investigation and drug screen.

 

#LI-DT1

HARMAN (harman.com) designs and engineers connected products and solutions for automakers, consumers, and enterprises worldwide, including connected car systems, audio and visual products, enterprise automation solutions; and services supporting the Internet of Things.  With leading brands including AKG®, Harman Kardon®, Infinity®, JBL®, Lexicon®, Mark Levinson® and Revel®, HARMAN is admired by audiophiles, musicians and the entertainment venues where they perform around the world. More than 25 million automobiles on the road today are equipped with HARMAN audio and connected car systems. Our software services power billions of mobile devices and systems that are connected, integrated and secure across all platforms, from work and home to car and mobile. HARMAN has a workforce of approximately 30,000 people across the Americas, Europe, and Asia. In March 2017, HARMAN became a wholly-owned subsidiary of Samsung Electronics. HARMAN 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. Looking for a challenge where your experience is valued? Come see what you can achieve as a leader with HARMAN!  (www.harman.com)

 


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