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Director, Technical Support (Audio / Video)

Date: Aug 4, 2018

Location: Richardson, TX, US

Company: HARMAN International

Requisition Id : 110348 

Additional Work Location(s) ​​​​​:  

The Director of Technical Support is responsible for executing the Harman Professional Technical Support strategy and tactics that will improve the customer experience and build emotional loyalty allowing greater impact to overall sales and revenue. The focus is to drive the business forward in creating stronger relationships, converting more prospects to become customers, increasing sales, managing a large budget, creating operational efficiency, and lastly creating a fun and motivational environment that attracts and retain talent.

As the leader of this team, you will lead a highly skilled team and instill diligence, accuracy, a sense of urgency and efficiency when meeting the operational needs of the customer and the business at large. They will also work cross-functionality with other departments including Sales, Service, Quality, Operations, etc., acting as the central voice for the department, and work to align support efforts with HARMAN’s goals and initiatives - proactively identifying challenges and providing cross-functional solutions.


Supervisory Responsibilities:

Two or more Direct Reports, potential dotted-line reports outside of the U.S.


Job Responsibilities:

  • Build relationships with the Executives and other key stakeholders internally and with key external customers.
  • Develop a complete and thorough understanding of HARMAN Professional’s sales model and strategic business plan and ensure the Technical Support strategy is in alignment with these key objectives
  • Create a customer-centric culture focused, finding solutions and providing guidance for prevention.
  • Actively participate in meetings with internal and external customers, presenting area status, data, improvements and addressing customer needs.
  • Drive continuous improvement process in Tech support area to improve customer satisfaction, efficiency, capabilities and value added among others
  • Liaise with Engineering, Quality, and Product Management to identify solutions for product support challenges in the field and develop priorities.
  • Provide business intelligence to senior management to influence future product evolution and development to better assist triage of customer issues.
  • Identify and execute strategic initiatives aligned to corporate direction and future market needs to continuously improve the customer support experience.  
  • Remove obstacles and barriers that negatively impact the flow of business
  • Develop and oversees the strategy for the HPRO Post-sales support global phone center
  • Drive strategy for the global support team capable of supporting: Multiple tiers of support, 24/7 support availability and Multi-language support (where required)
  • Oversee the handling of Tier 1 and Tier 2 support functions across the globe, including the transferring of tickets between tiers and offices.
  • Establish executive reporting to track case resolution, call center and inbox metrics
  • Coach, support and develop talent within the team; manage employees growth and career trajectory and scale the team by sharing opportunities for increased effectiveness and efficiency while also identifying the key barriers for success
  • Effectively manages the department budget


Basic Qualifications:

  • Experience leading remote staff and operations.
  • Experience leveraging a call center infrastructure across a multiple geographies, competence areas, and tiers.
  • 5+ years of Tech support experience with Audio/video technologies
  • Eng. Degree, preferably EE
  • 5+ years of experience in leadership role
  • Successful history of hiring, developing, mentoring and motivating top talent.
  • A strategic thinker with strong analytical skills who is able to use data to find solutions
  • Demonstrate a thorough understanding of the Pro AV/IT/UC Industries:
  • Possess high level business acumen and be comfortable communicating to C suite level


Preferred Qualifications:

  • Experience working at an A/V Manufacturer preferred
  • Experience using Microsoft Dynamics or Salesforce CRM
  • Lean - Sigma certified


Eligibility Requirements:

  • Willingness to travel 25%
  • Any offer of employment is conditioned upon the successful completion of a background investigation and drug screen.

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!  (


Nearest Major Market: Dallas
Nearest Secondary Market: Fort Worth

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