Case Manager/Duty Manager

HARMAN’s engineers and designers are creative, purposeful and agile. As part of this team, you’ll combine your technical expertise with innovative ideas to help drive cutting-edge solutions in the car, enterprise and connected ecosystem. Every day, you will push the boundaries of creative design, and HARMAN is committed to providing you with the opportunities, innovative technologies and resources to build a successful career.

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 everyday.

Introduction: 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 -

Job Description

Role – Case Manager/Duty Manager

Experience Required: 3+ years

Role Responsibility

The Case Manager will be responsible for monitoring the queue(s) to assign cases to engineers and will be able to work under pressure and effectively communicate with engineers and leadership team. Daily work assignments will come from the cases that customers open via web portal or phone support. Primary job function includes the following:

What You Will Do

• Check, validate and track assignment of cases.
• Reassign cases to appropriate queue: network, region wise, etc.
• Assign cases to appropriate engineer
• Monitor the incoming case queues on a regular basis. Assess the requirement and assign the case. Be responsible for generating a daily report on the status of cases
• Be familiar with the service level agreements (SLAs) and the proper response times to call customers back on assigned cases
• Notify the Managers before cases may fail the SLA. Ensure that cases potentially about to violate established SLAs are identified and corrected
• Coordinate with other lines of service before transferring cases or accepting cases from other queues.

What You Need to Be Successful

• Look at available engineers on a 15-minute interval basis to determine who can be assigned a case on a given day. If enough resources are not available the Manager will be notified
• Follow internal procedures for assigning and tracking cases. Validate proper case severity based upon standardized work processes. Contact appropriate engineer or alternate contact as identified in standardized work process.
• Examine case audit trail
• Monitor and report the condition of case queues as identified by management for cases which could fail service level agreements (SLA)
• Maintain knowledge of applicable service level agreements.

To be successful in this role, you will: 

• Monitor and report to management long term trends of queues for SLA compliance
• Provide advice on potential process improvement for general case and queue management
• Mentor new Case managers
• Improve workload balance processes
• Manager SR transfers regional and global centers

On a day to day basis, you'll be responsible for a variety of initiatives, including: 

* Able to self-drive customer requirements and prioritize work 

* Function as technical point of contact for customer issues 

* Drive communication between customer and engineering teams, providing detailed communications and instructions 

* Able to create IN-DEPTH technical issue and resolution root cause analysis (RCA)

 * Identify and report product issues and prioritize resolution with the engineering teams 

* Create and maintain knowledge base articles to prevent & resolve similar issues quickly 

* Weekend and public holiday coverage availability

What Makes You Eligible

• Bachelor’s Degree
• Previous experience with a major service case system
• Microsoft Office Suite Trained
• Ability to apply office management practices and administrative support processes
• Ability to work under pressure and tight deadlines
• Ability to work independently and within a team environment
• Outstanding communication and interpersonal skills required
• Skill in the utilization of correct grammar, spelling, punctuation, and required formats
• Effective communication skills - both written and oral

Ability to multi-task

Minimum Requirements:

*Willingness to work on weekends or holiday to ensure the coverage, this may change as per business needs

Bachelors degree in engineering and 2+ years of related experience and degree in engineering and 1+ years of related experience.

What We Offer

• Flexible work environment, allowing for full-time remote work globally for positions that can be performed outside a HARMAN or customer location
• 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

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.

If you’re ready to innovate and do work that makes a lasting impact, join our talent community today!

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)

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.