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Technical Support Engineer

Richardson, Texas Additional Location: Richardson, Texas Job ID: R-15242-2022
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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.

At HARMAN, you have more than a career. Our agile culture gives you the chance to rapidly develop your skills, learn quickly and find ways to create excellent results. We invite you to constantly challenge yourself, cultivate new ideas, work on something new and enhance your abilities. There are many great opportunities across all of our HARMAN divisions and locations. Like this one.

About The Role

As the Technical Support Engineer, you will provide technical support to consultants, contractors and end-users with product and troubleshooting information relevant to the Harman Professional brands. You will specialize in Harman Professional Solutions’ AMX brand.

What You Will Do

  • Troubleshoot AMX control systems, AV, and networking products in the following areas:

    • Netlinx, Java or other programming language ability

    • Wireless LAN topologies and troubleshooting

    • Audio and video systems design and signal troubleshooting

    • Network technology and operation

    • HW troubleshooting to module level

  • Work with customers over phone to perform diagnostics troubleshooting and resolutions.

  • Work with support and engineering teams to provide feedback and execute resolutions to field sites. Exercise judgment within defined practices and policies in selecting best methods and/or techniques for solving problems and obtaining solutions for the customer.

  • Issue RA (repair authorization) numbers for returns, if necessary.

  • Communicate with customers via oral and written communication.

  • Create Knowledge Base articles for customers.

  • Provide excellent customer service. You will often be representing the company as regards to “first impression”.

  • Handle TS Cases and escalated trouble calls and work closely with other agents to navigate escalation procedures.

  • Validate problem descriptions and perform detailed problem diagnosis;

  • When problems are confirmed, create and track and escalations for Engineering to resolve.

What You Need

  • This position requires Bachelor degree, or equivalent work experience in a related field plus two plus years’ experience in the industry

  • Programming ability, AMX NetLinx, C, C++, JavaScript, or Java preferred

  • AV installation experience

  • Experience in troubleshooting network issues.

  • Basic Electronics knowledge

  • Excellent written and verbal communications skills required

  • Excellent organizational skills

  • Proven leadership skills

  • Proven ability to work in a team environment

  • Good working experience with Microsoft Office Suite

What is Nice to Have

  • Knowledge of company and competitors’ products.

  • Network certifications (CCNA, CWNA, etc.)

  • Strong interest in and aptitude towards working with new technologies.

  • Experience with installing AV systems.

What Makes You Eligible

  • Willingness to travel up to 5% domestic and international.

  • Willingness to work in an office located in Richardson, TX.

  • Successfully complete a background investigation and drug screen as a condition of employment.

What We Offer

  • Competitive wellness benefits and 401K Savings Retirement plan.

  • An inclusive and diverse work environment that fosters and encourages career development opportunities.

  • Flexible work schedule with a culture encouraging work-life integration and collaboration in a global environment.

  • Professional development opportunities through HARMAN University’s business and leadership academies.

  • Tuition Reimbursement.

  • Access to employee discounts on world-class HARMAN products (JBL, Harman/Kardon, etc.).

  • “Be Brilliant” employee recognition and rewards program.

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. (www.harman.com)

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