Technical Support Engineer

General information

Location: Northridge - California, USA Worker Type Reference: Regular - Permanent Pay Rate Type: Salary Career Level: P2 Job ID: R-41168-2024 Apply

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Description & Requirements

About the Role

As the Technical Support Engineer, you will provide technical support to consultants, contractors, and end-users with product and troubleshooting information relevant to the Harman Professional brands.

What You Will Do

• Provide high-level technical expertise to both Internal and External customers.
• Create digital customer self-help materials for Audio brands.
• Make design recommendations to internal and external stakeholders on best practices and correct utilization of Harman Professional equipment.
• Log product problems within the HAR Customer Relationship Mgmt. (CRM) System and escalate to Mgmt. & Engineering teams when appropriate.
• Attempt to resolve customer issues while products are still in the field, eliminating the need for a product return or exchange.
• Exercise judgment within defined practices and policies in selecting the best methods and /or techniques for solving problems and obtaining solutions for the customer.
• Issue repair authorizations and advanced replacement requests when necessary.
• When required, help with spare parts identification.
• Work with customers and sales partners to identify and arrange customers' training needs.
• Research and create product comparison sheets for sales reps and internal customers

What You Need

• Strong knowledge of audio principles.
• Minimum 5 years’ experience in the professional audio industry
• Live Music/Lighting Production Experience
• Extensive knowledge of company and competitors Audio products.
• Experien