Product Specialist, Customer Experience

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.

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

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HARMAN is proud to be an Equal Opportunity / Affirmative Action employer. 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.