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Senior Service Engineer

Date: Nov 13, 2018

Location: Novi, MI, US

Company: HARMAN International

Requisition Id : 114013 

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:

Be responsible for the implementation of design changes, process modifications and ensure program readiness at Harman service sites locations of Harman connected car and lifestyle audio product. This role will be critical in ensuring accurate initial analysis, data integrity, and established processes are being followed by our service providers.


Job Responsibilities:

  • Develop customer specific account strategies for managing OEMs Connected Car and Audio initial analysis and service programs
  • Quickly resolve critical and long-standing customer issues and complaints related to initial analysis and service logistics
  • Support process of contract negotiation with and manage performance of multiple global service providers that covers the following elements:
    • New program readiness
    • Data integrity
    • Statement of Work
    • Release of Work Instructions and modifications based on Quality and DCN modifications
    • Cost Savings initiatives regarding remanufacturing processes
    • Track and oversee the release of DCNs to service providers
    • Service provider scorecards
    • Perform on-site audits of service providers


  • For each new OEM product, establish (during product development) and maintain (during and after mass production) a service program that covers the following elements:
    • Warranty Settlements
      • Review OEM warranty terms and conditions
      • Process warranty reimbursement claims
      • Define and track warranty cost metrics
    • Warranty Parts Analysis
      • Develop and optimize a parts return flow from the customer
      • Develop procedures, specify equipment for analysis of returns
      • Prioritize OEM returns for analysis
    • Service Parts (in the case of exchange or refurbishing program)
      • Establish service parts flow process from OEM dealer to Harman for analysis
      • Manage partnership with global service provider
      • Maintain product technical documentation related to warranty, and provide updates to the global service provider
      • Provide key data for the business team during ramp down activities in long-term service planning as well as individual last time buy projects

Basic Qualifications:

  • Bachelor’s Degree, engineering or management preferred
  • 5+ years of related work experience, involving data collection, warranty reporting, technical assistance, service parts, and claim processing
  • This position includes the use of a HARMAN or Customer-owned vehicle. Employee must be 21 years of age or older and will possess a valid US drivers license

Preferred Qualifications:

  • Experience in electronic or electromechanical manufacturing environment
  • Experience with design or manufacturing of electronic infotainment systems


Eligibility Requirements:

  • Willingness to work in an office in Novi, MI
  • Any offer of employment is conditioned upon the successful completion of a background investigation and drug screen
  • Any offer of employment for any position that requires use of a HARMAN or customer-owned vehicle is contingent upon the applicant having a clean driving record, which will be evaluated and determined in Harman’s sole discretion; however, applicants may have no more than 4 active points for moving violations (issued by any motor vehicle agency), and applicants must have no references to operating a vehicle under the influence of controlled substances within the last 10 years


  • SAP experience
  • SIEMENS QMS experience

HARMAN ( 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!  (


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