TECHNICAL SUPPORT ENGINEER

Harman International - Richardson, TX

Full-time - Mid Level

Remote - Richardson, TX

Food and Beverage Retailers

About the position

The Technical Support Engineer role at Harman involves providing expert technical support to consultants, contractors, and end-users for Harman Professional brands. The position focuses on troubleshooting, creating self-help materials, and making design recommendations to enhance customer experience with audio and lighting products.

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.