Technical Support Engineer

$83,000 - $154,000/Yr

Harman International - Richardson, TX

Full-time - Mid Level

Onsite - Richardson, TX

Food and Beverage Retailers

About the position

As the Technical Support Engineer at HARMAN International Industries, you will play a crucial role in providing technical support to consultants, contractors, and end-users, specifically focusing on the Harman Professional brands. Your primary responsibility will be to deliver high-level technical expertise to both internal and external customers, ensuring they have the necessary product and troubleshooting information to effectively utilize Harman's audio and lighting equipment. You will be tasked with creating digital self-help materials that will assist customers in navigating product features and troubleshooting common issues. In addition to providing support, you will make design recommendations to stakeholders, helping them understand best practices for utilizing Harman Professional equipment. You will log product problems within the HAR Customer Relationship Management (CRM) System and escalate issues to management and engineering teams when necessary. Your role will also involve attempting to resolve customer issues while products are still in the field, which will help minimize the need for product returns or exchanges. You will exercise judgment within defined practices and policies to select the best methods for solving problems and obtaining solutions for customers. Furthermore, you will issue repair authorizations and advanced replacement requests when required, assist with spare parts identification, and work closely with customers and sales partners to identify and arrange training needs. Researching and creating product comparison sheets for sales representatives and internal customers will also be part of your responsibilities, ensuring that all stakeholders are well-informed about product offerings and capabilities.

Responsibilities

• Provides high-level technical expertise to both Internal and External customers.
• Creates digital customer self-help materials for Audio & Lighting brands.
• Makes design recommendations to internal and external stakeholders on best practices and correct utilization of Harman Professional equipment.
• Logs product problems within the HAR Customer Relationship Mgmt. (CRM) System and escalates to Mgmt. & Engineering teams when appropriate.
• Attempts to resolve customer issues while products are still in the field, eliminating the need for a product return or exchange.
• Exercises judgment within defined practices and policies in selecting the best methods and/or techniques for solving problems and obtaining solutions for the customer.
• Issues repair authorizations and advanced replacement requests when necessary.
• Helps with spare parts identification when required.
• Works with customers and sales partners to identify and arrange customers' training needs.
• Researches and creates product comparison sheets for sales reps and internal customers.

Requirements

• Strong knowledge of lighting and some general audio principles.
• Minimum 5 years experience in the professional lighting industry.
• Live Lighting/Music Production Experience.
• Extensive knowledge of company and competitors Audio & Lighting products.
• Experience with Home Studio Products and Techniques.

Nice-to-haves

• Associate degree in a related field.
• Proven interpersonal and written communication skills.
• Experience using Adobe Creative Suite - After Effects, Premiere and Photoshop.
• Strong computer skills using Microsoft Operating System, Office products as well as MAC OS X.

Benefits

• Flexible work environment, allowing for full-time remote work globally for positions that can be performed outside a HARMAN or customer location.
• Access to employee discounts on world-class Harman and Samsung products (JBL, HARMAN Kardon, AKG, etc.).
• Extensive training opportunities through our own HARMAN University.
• Competitive wellness benefits.
• Tuition Reimbursement.
• An inclusive and diverse work environment that fosters and encourages professional and personal development.