Job Description

A Career at HARMAN As a technology leader that is rapidly on the move, HARMAN is filled with people who are focused on making life better. Innovation, inclusivity and teamwork are a part of our DNA. When you add that to the challenges we take on and solve together, you\'ll discover that at HARMAN you can grow, make a difference and be proud of the work you do every day. About the Role You will oversee, support, and supervise APAC customer service centers to improve operational efficiency and ultimately ensure customer satisfaction. Your Team In this role, you will report directly to the Operations Director. You will be leading a team of 2 direct reports (After Sales Quality Support & Customer Care). What You Will Do To unify Harman APAC customer service center across the regions, building a strong and worldwide recognizing brand service centers. To integrate Global customer services flow, best practices, and KPI to APAC service partners\' (Distributors) customer service centers. To periodically follow up on service partners\' CS operation KPI (CX, NPS, repairing ratio, enquiring, troubleshooting, number of contacts,etc.) challenges, to analyze and provide constructive suggestions for improvement. To generate a comprehensive manual outlining the best practices and guidelines for setting up a customer service center. To oversee Harman customer service centers (Australia and Korea) operation cost efficiency. To oversee the After-sales quality & Customer Care team in Singapore. Provide improvement in terms of efficiency and enhance department functionality. To examine the RMA (Return Merchandise Authorization) process at the regional level, analyze the RMA process of service partners, understand the Global Quality requirements, and find a suitable RMA system for seamless integration. To maintain a good relationship with APAC customer service partners (distributors\') to cross-share customer service knowledge and best practice, which will benefit each other. What You Need Bachelor\'s Degree in Electronics, Electrical, Instrumentation or related field. Proficiency in Microsoft applications, (Word/Excel/Powerpoint) is a must. Minimum 5 years of experience leading customer service center / Quality / Customer service management or related field. Knowledge of electronics products specifically in smart audio, headphones, and home audio. What is Nice to Have Results focused mindset on the customer service awareness. Talent and aptitude to analyse and solve problems independently. Excellent written, verbal communication and organisational skills. Prior experience in implemented service improvement plan will be an advantage. Prior experience in proposing Annual Strategic and budgetary planning and management. What Makes You Eligible Be willing to travel. HARMAN is an Equal Opportunity /Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race,color, religion, sex, sexual orientation, gender identity, national origin,disability or Protected Veterans status. HARMAN offers a great work environment, challenging career opportunities, professional training and competitive compensation. (www.harman.com) About HARMAN International HARMAN (harman.com) designs and engineers connected products and solutions for consumers, automakers, and enterprises worldwide, including audio, visual and infotainment systems; enterprise automation solutions; and software services. With leading brands including AKG\xc2\xae, Harman Kardon\xc2\xae, Infinity\xc2\xae, JBL\xc2\xae, Lexicon\xc2\xae , Mark Levinson \xc2\xae and Revel\xc2\xae, HARMAN is admired by audiophiles, musicians and the entertainment venues where they perform around the world. HARMAN also is a technology and integration services leader for the Automotive, Mobile, Telecommunications and Enterprise markets. More than 25 million automobiles on the road today are equipped with HARMAN audio and infotainment systems. The Company\'s software solutions power billions of mobile devices and systems that are connected, integrated, personalized, adaptive and secure across all platforms, from the work and home to car and mobile. HARMAN has a workforce of approximately 30,000 people across the Americas, Europe, and Asia. In March 2017, HARMAN became a wholly-owned subsidiary of Samsung Electronics. HARMAN is an Equal Opportunity, Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or Protected Veterans status. HARMAN offers a great work environment, brilliant career opportunities, professional training and competitive compensation. Looking for a challenge where your experience is valued? Come see what you can achieve as a leader with HARMAN!

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