Product Specialist, Customer Experience

Harman; Los Angeles (CA); Hybrid; USD 54,000 - 81,000; Full time

Job summary

Join a global team at a leading audio technology company as a Product Specialist. You'll gather and analyze product feedback, support customer service operations, and create knowledge content. This role offers the chance to drive continuous improvement and work with high-end brands like JBL and Mark Levinson.

Benefits

Flexible work environment

Employee discounts on products

Extensive training opportunities

Competitive wellness benefits

Tuition reimbursement

Qualifications

• 5+ years' experience in the Consumer Electronics industry.

Responsibilities

• Gather product feedback from customers and social media.
• Manage NPI process tracker and product knowledge creation.
• Provide training and support to helpdesk teams.

Skills

Customer Experience Orientation

Communication

Analytical Skills

Education

Associate's degree or Technical School

Tools

Salesforce

Job description

Description & Requirements

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.
• PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit, use hands, and talk or hear. The employee frequently is required to reach with hands and arms. The employee is occasionally required to stand and walk.

What Makes You Eligible

• Willingness to travel 5% of the time
• Willingness to work 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

• 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

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Pay Transparency

$ 54,750 - $ 80,300

Dependent on the position offered, other forms of compensation are also available, such as bonuses or commission.

Pay is based on a wide range of factors, including, without limitation, skill set, experience, training, location, and business need. While the above range is a reasonable estimate of the wage range for this position, please note the disclosed range estimate has not been adjusted for the applicable geographical differential associated with the location where the position may be filled.

Benefits

HARMAN is interested in the health and wellbeing of you and your family and offers a range of benefits designed to support your needs for holistic wellbeing. Benefits and perks may vary depending on the nature of your employment with HARMAN, and may include paid vacation and holidays, paid sick leave, volunteer leave, and paid bonding and care giver leave. Employees may also be eligible to participate in comprehensive medical, dental, and vision plans, fertility support and adoption assistance, Health Savings and Flexible Spending Accounts, retirement savings plan with employer match, short and long term disability coverage, life insurance, and more.

Important Notice: Recruitment Scams

Please be aware that HARMAN recruiters will always communicate with you from an '@harman.com' email address. We will never ask for payments, banking, credit card, personal financial information or access to your LinkedIn/email account during the screening, interview, or recruitment process. If you are asked for such information or receive communication from an email address not ending in '@harman.com' about a job with HARMAN, please cease communication immediately and report the incident to us through: [e-mail].

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.

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