Manager I, Customer service

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 This Quality Customer Service position will be a key resource to manage Harman India Field Service operations for Automotive products through a 3rd party service provider. The person will track Critical KPIs related to field services such TAT, Inventory etc. and will work with internal CFT (QA/CQ/SMC/Mfg) to enable proper and smooth field services and. He will be the single point of contact from Quality for all Field Service-related topics and will lead interactions and meeting with OEM service teams.

Your Team This position will report to the Customer Quality manager and will be managing the Field Service operations of Harman India for Automotive products.
What You Will Do

• Track and monitor Field Service related KPIs; such as, Call Center KPIs, Call closure TAT, Reverse Logistic TAT, Field Inventory etc
• Lead Monthly /Quarterly meeting with OEM service counterparts.
• Conduct Monthly/Quarterly review with service partner on service performance.
• Regular Visit to OEM field service team to maintain good customer relationship. Quarterly Review with OEM Service Teams.
• Define service planning for new projects; Preparation of training documents/ Videos etc..; Inventory planning for new projects and ensure even distribution to field before SOP.
• Conduct training (online + physical), for service partner technicians for all 4 regions PAN India. Train service partner trainers.
• Conduct inventory audit in service partner warehouse and in field locations.
• Manage special field campaigns, or special field initiatives for new launches.
• Work with CRM vendor for Harman owned CRM portal and monitor maintenance.

What You Need

• Minimum 8-10 yrs. of experience in handling direct field service operations of electronics commodity.
• Must have handled field service directly or via 3rd party vendor.
• Must have completed Full time BE/B-Tech in Electrical/Electronics/E&TC Engineering.
• Must have handled Electrical/Electronics components as a commodity.
• Experience in coordinating service decisions with teams across QA, SCM, Mfg.
• Ability to Connect with Customers & understand the Service requirement.
• Ability to prepare service strategies for product and execute in field.
• Ability to establish service network in regions by executing contract with regional 3rd parties.
• Thorough knowledge of CRM software to prepare own CRM portal along with 3rd party vendor.
• Excellent communication and presentation skills.

What is Nice to Have

• Must have handled field service operations for Electronics commodity.
• Preferably worked in auto-ancillary company and have clear understanding of vehicle architecture.
• Preferably handled direct field service operations.
• 8-10 yrs. years of experience field service operations as a lead position in last 5 years.
• Good knowledge of Quality management standards and certification process
• Experience in using agile methods. Strong analytical Skills.
• Fluent in English.

What Makes You Eligible

• Be willing to travel up to 50%, domestic only.
• This role is eligible to work at Harman Pune Plant office.

What We Offer

• Work in international teams with the biggest worldwide automotive customer
• Training on the job and extensive technical training
• Further career development opportunities
• A great package of additional benefits, such as:
  o Flexible working time
  o Free parking spaces
  o Employee discounts on our HARMAN products (JBL, AKG, HARMAN Kardon)
  

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.