About the Role
The Customer Support Coordinator is responsible for delivering exceptional technical and customer support to Harman Luxury Audio customers worldwide. The role involves direct customer communication, diagnosis of hardware/software issues, order management and technical problem‑solving. Acting as a liaison between customers, distributors, dealers and internal teams the coordinator ensures timely resolution, smooth logistics and superior service experiences that reflect HARMAN's premium brand reputation.
What You Will Do
* Support guide and train Level 1 & 2 Call Center Agents every day.
* Be the main contact for distributor and dealer inquiries via phone, email and CRM.
* Coordinate communication between Level 1, Level 3 and external partners.
* Troubleshoot and resolve hardware, software and connectivity issues in luxury audio products.
* Help end‑users, dealers and distributors with technical problems.
* Record all customer interactions and resolutions in CRM systems.
* Process global orders and spare parts requests. Raise RMAs and track shipments.
* Work with warehouses, logistics partners and forwarders to ensure timely delivery.
* Maintain and update product information on websites, manuals and online documents.
* Track product issues, elevate to Development if needed and support product testing and BETA trials.
* Share customer feedback with Engineering, Product Development and Sales.
* Follow company policies, warranty processes and service standards.
What You Need to Be Successful
* Strong knowledge of customer service principles and practices.
* Technical knowledge of consumer electronics, home theatre and complex audio systems.
* Familiarity with ERP and CRM systems; willingness to learn additional tools.
* Strong analytical, troubleshooting and problem‑solving abilities.
* Excellent verbal and written communication skills including customer‑facing professionalism.
* Ability to manage multiple tasks, prioritize effectively and deliver within deadlines.
* Comfort in handling escalations and stressful situations with calmness and clarity.
* Industry experience in Audio / Video.
* Minimum 23 years in technical support, customer service or consumer electronics.
* Strong understanding of networking signal flow and modern audio/video protocols (HDMI, Dolby Atmos, DTS, room calibration, etc.).
* High attention to detail, accuracy and customer service orientation.
* Proficiency in Microsoft Office and enterprise systems (SAP preferred).
* Harman Luxury Audio systems are installed in multimillion‑dollar luxury homes worldwide. A high level of sophistication and maturity is required to work with these clients.
* Ability to solve complex system problems quickly is essential.
* Proficiency with enterprise system software such as SAP and/or Salesforce.
Bonus Points if You Have
* Experience in luxury audio/video installation or support environments.
* Familiarity with Product Lifecycle Management tools (Omnify Agile).
* Prior experience supporting global customers and working in international teams.
What Makes You Eligible
* Willingness to travel 5% of the time.
* Willingness to work in an office in Waterbeach / Cambridgeshire.
What We Offer
* Opportunity to collaborate with talented teams across the world.
* An inclusive and diverse work environment that fosters and encourages career development opportunities.
* Flexible work schedule with a culture encouraging a positive work‑life balance.
* On‑site opportunities to focus on personal well‑being and development provided by our Wellness Committee, Volunteer Committee and Harman Women's Network.
* Professional development opportunities through HARMAN University's business and leadership academies and extensive course catalog.
* The opportunity to work on complex problems and continuous improvement initiatives.
* Access to employee discounts on world‑class HARMAN audio products including JBL and Harman/Kardon.
Equal Employment Opportunity
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.
Employment Information
Employment Type: Full‑Time
Vacancy: 1
Key Skills: Abinitio, Apache Tomcat, Ethernet, Hotel Management, Financial Planning & Analysis, AV
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