Manager, Technical Support - EMEA

New Today

HARMAN Professional Solutions, a global leader in the design and manufacture of leading-edge audio, video, control, and lighting systems, is seeking a Manager, Technical Support - EMEA.

The Manager, Technical Support is responsible for the development and on-going management of our Post-Sales Technical Support team for the EMEA region. This individual will ensure high levels of customer satisfaction as the support for HARMAN’s distributors, and in turn, its Systems Integration partners and/or end users.

About the Role

HARMAN Professional Solutions designs, engineers, and manufactures audio, lighting and video, and control products for entertainment and enterprise markets. With leading brands including JBL Professional, AKG, Martin, AMX, Soundcraft, BSS Audio, Crown, dbx Professional, and Lexicon Pro, HARMAN Professional delivers powerful, innovative and reliable solutions that are designed for world-class performance.

Responsibilities

  • Technical support across all sales channels.
  • Oversee the handling of Tier 2 support functions across the region.
  • Escalation management of install product issues, collaborating with other departments on hardware and software resolutions.
  • Set expectation relating to documenting resolutions and publish articles to knowledgebase for internal, partner, and public levels.
  • Establish and execute reporting to track efficiency and coverage.
  • Manage employees’ growth and career trajectory.
  • Service support across all sales channels.

Requirements

  • Bachelor’s degree or at least 5 years of industry experience with 3 years in a leadership role.
  • 5 years of experience working in the Audio / Video industry.
  • Demonstrate a thorough understanding of the ProAV/IT/UC/Entertainment Industries.
  • A strategic thinker with strong analytical skills who can use data to find solutions.

Bonus Points if You Have

  • Experience using Microsoft Dynamics or Salesforce CRM.
  • Experience with Amazon Connect or a similar Contact Center solution.
  • Database or analytics experience, such as Qlik Sense.

What We Offer

  • HARMAN is offering a unique opportunity for growth and development in the dynamic and exciting world of consumer electronics.
  • We provide a flexible work schedule that allows you to work from home.
  • At HARMAN, we value diversity and inclusivity and foster a friendly and supportive global working atmosphere.
  • We believe in investing in our employees through career development opportunities, professional training, and competitive market-based compensation.
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Location:
Hemel Hempstead, England, United Kingdom
Salary:
£80,000 - £100,000
Job Type:
FullTime
Category:
IT & Technology

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