Product Specialist, Customer Experience

A Career at HARMAN Lifestyle
We're a global, multi-disciplinary team that's putting the innovative power of technology to work and transforming tomorrow. As a member of HARMAN Lifestyle, you connect consumers with the power of superior sound.

Contribute your talents to high-end, esteemed brands like JBL, Mark Levinson, and Revel

Unite your passion for audio innovation with high-tech product development

Create pitch-perfect, cutting-edge technology that elevates the listening experience

About The Role
As the Product Specialist, you will be responsible for summarizing and highlighting key and meaningful product feedback gathered from the field and interactions with our front-line customer service staff, to be shared with the customer service leadership team as well as the appropriate departments within the organization for continuous improvement purposes.

The product specialist is also responsible for knowledge content creation for our products and the support of our customer service operations.

What You Will Do

Gather relevant product feedback from social media interactions, customers, and helpdesk team, and work with the appropriate department(s) to ensure customer feedback is communicated to relevant business units for review and/or action.

Actively manage the NPI process tracker in collaboration with the counterpart from either the EMEA or US regions.

Product knowledge creation in Salesforce.

Answer social media reviews and questions through Bazaar Voice and Connections.

Suggest and/or develop processes and provide regular product training and updates to the helpdesk team’s trainers and team leaders.

Provide recommendations as appropriate to the product teams.

Analysis of service repair reporting

Provide advice, assistance, and support to the helpdesk teams, as well as handling escalations and responding to technical questions regarding the respective business units.

Ongoing review and analysis of Salesforce business unit reporting to detect any trends that may need to be communicated.

What You Need To Be Successful

Associate’s degree or Technical School

5+ years’ experience in the Consumer Electronics industry.

Bonus Points if You Have

Experience using Salesforce

Customer Experience Orientation

Clear and strategic thinker; proven experience in translating strategies into actionable plans.

Capable of handling multiple projects/initiatives simultaneously and executing to completion

Responsible for projects that have hard deadlines that must be met.

Proven team player with excellent communication and interpersonal skills who can effectively work with all levels of a global matrixed organization

Must not only adapt, but must champion new and more efficient methods and techniques to meet the needs of the company

Must treat all customers with utmost respect, understanding that they have different needs.

Develop relationships with other departments based on honest communication, mutual respect, and teamwork.

Have clear objectives and strive to exceed them

Takes ownership for personal career and skill development.

What Makes You Eligible

Willingness to travel 5% of the time

Willingness to work 3+ days per week in an office in Northridge, CA

HARMAN will only employ those who are legally authorized to work in the United States for this opening. Any offer of employment is conditioned upon the successful completion of a background investigation and drug screen.

What We Offer

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

"Be Brilliant" employee recognition and rewards program

An inclusive and diverse work environment that fosters and encourages professional and personal development

Pay Transparency
$ 56,250 - $ 82,500

Dependent on the position offered, other forms of compensation are also available, such as bonuses or commission.

Pay is based on a wide range of factors, including, without limitation, skill set, experience, training, location, and business need. While the above range is a reasonable estimate of the wage range for this position, please note the disclosed range estimate has not been adjusted for the applicable geographical differential associated with the location where the position may be filled.

Benefits
HARMAN is interested in the health and wellbeing of you and your family and offers a range of benefits designed to support your needs for holistic wellbeing. Benefits and perks may vary depending on the nature of your employment with HARMAN, and may include paid vacation and holidays, paid sick leave, volunteer leave, and paid bonding and care giver leave. Employees may also be eligible to participate in comprehensive medical, dental, and vision plans, fertility support and adoption assistance, Health Savings and Flexible Spending Accounts, retirement savings plan with employer match, short and long term disability coverage, life insurance, and more.

You Belong Here
HARMAN is committed to making every employee feel welcomed, valued, and empowered. No matter what role you play, we encourage you to share your ideas, voice your distinct perspective, and bring your whole self with you – all within a support-minded culture that celebrates what makes each of us unique. We also recognize that learning is a lifelong pursuit and want you to flourish. We proudly offer added opportunities for training, development, and continuing education, further empowering you to live the career you want.

About HARMAN: Where Innovation Unleashes Next-Level Technology
Ever since the 1920s, we've been amplifying the sense of sound. Today, that legacy endures, with integrated technology platforms that make the world smarter, safer, and more connected.

Across automotive, lifestyle, and digital transformation solutions, we create innovative technologies that turn ordinary moments into extraordinary experiences. Our renowned automotive and lifestyle solutions can be found everywhere, from the music we play in our cars and homes to venues that feature today’s most sought-after performers, while our digital transformation solutions serve humanity by addressing the world’s ever-evolving needs and demands. Marketing our award-winning portfolio under 16 iconic brands, such as JBL, Mark Levinson, and Revel, we set ourselves apart by exceeding the highest engineering and design standards for our customers, our partners and each other.

HARMAN is proud to be an Equal Opportunity employer. HARMAN strives to hire the best qualified candidates and is committed to building a workforce representative of the diverse marketplaces and communities of our global colleagues and customers. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. HARMAN attracts, hires, and develops employees based on merit, qualifications and job-related performance.(www.harman.com)

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