Manager, Technical Support - EMEA

Harman

  • Apsley, Hertfordshire Hemel Hempstead, Hertfordshire
  • Permanent
  • Full-time
  • 21 days ago
HARMAN Professional Solutions designs, engineers, and manufactures audio, lighting and video, and control products for entertainment and enterprise markets, including live performances, stadiums and arenas, cinema, retail, corporate, education, government, hospitality, audio recording, and more. 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. Explore our many venues, events, landmarks and business experiences atThe 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, it's Systems Integration partners and/or end users. The ideal candidate has experience leading Pro Audio and/or video post-sales support.As the leader of this team, this individual will lead a highly skilled team and instil diligence, accuracy, a sense of urgency and efficiency when meeting the operational needs of the customer and the business at large. They will also work cross functionality with other departments including Sales, Customer Service, Engineering, Operations, etc., acting as the central voice for the department, and work to align support efforts with HARMAN's goals and initiatives - proactively identifying challenges and providing cross-functional solutions.About the Team:You will have 3 Direct ReportsWhat You Will Do:
  • 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.
What You Need to Be Successful:
  • 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 Makes You Eligible:
  • Willingness to travel 50% domestically and internationally.
  • This role is eligible to work remotely with regular trips into various Harman facilities.
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. As part of our commitment to employee well-being, we also offer a commuter travel package, environment allowance, and interesting collective health insurance scheme, pension, and employee discounts on world-class HARMAN/Samsung products (JBL, HARMAN Kardon, AKG, etc.).
  • As a HARMAN employee, you will have access to professional development opportunities through HARMAN University's business and leadership academies, internal talent management leadership acceleration programs, and our "Be Brilliant" employee recognition and rewards program.
#LI-MD1#LI-RemoteYou Belong HereHARMAN 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 TechnologyEver 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.If you're ready to innovate and do work that makes a lasting impact,Important Notice: Recruitment ScamsPlease be aware that HARMAN recruiters will always communicate with you from an '@harman.com' email address. We will never ask for payments, banking, credit card, personal financial information or access to your LinkedIn/email account during the screening, interview, or recruitment process. If you are asked for such information or receive communication from an email address not ending in '@harman.com' about a job with HARMAN, please cease communication immediately and report the incident to us through: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.( )© 2025 HARMAN International. All Rights Reserved. If you are using a screen reader and are having problems using this website, please call (800) 645-7484 for assistance.

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