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.

Job DescriptionA Career at HARMAN Digital Transformation Solutions (DTS)

We’re a global, multi-disciplinary team that’s putting the innovative power of technology to work and transforming tomorrow. At HARMAN DTS, you solve challenges by creating innovative solutions.

Combine the physical and digital, making technology a more dynamic force to solve challenges and serve humanity’s needsWork at the convergence of cross channel UX, cloud, insightful data, IoT and mobilityEmpower companies to create new digital business models, enter new markets, and improve customer experiences

About the Role

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.

What You Will Do

Check, validate and track assignment of cases.Reassign cases to appropriate queue: network, region wise, etc.Assign cases to appropriate engineerMonitor 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 casesBe familiar with the service level agreements (SLAs) and the proper response times to call customers back on assigned casesNotify the Managers before cases may fail the SLA. Ensure that cases potentially about to violate established SLAs are identified and correctedCoordinate with other lines of service before transferring cases or accepting cases from other queues.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 notifiedFollow 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 trailMonitor 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.Monitor and report to management long term trends of queues for SLA complianceProvide advice on potential process improvement for general case and queue managementMentor new Case managersImprove workload balance processesManager SR transfers regional and global centers

A Career at HARMAN Digital Transformation Solutions (DTS)

We’re a global, multi-disciplinary team that’s putting the innovative power of technology to work and transforming tomorrow. At HARMAN DTS, you solve challenges by creating innovative solutions.

Combine the physical and digital, making technology a more dynamic force to solve challenges and serve humanity’s needsWork at the convergence of cross channel UX, cloud, insightful data, IoT and mobilityEmpower companies to create new digital business models, enter new markets, and improve customer experiences

About the Role

We are looking for Analyst in our Partner operations support team and will be responsible for managing stakeholder’s (Partners, Distributors, Program Owners) requests & expectations when it comes to L1 and L 2 support for partner organization.

What You Will Do

Process requests in SFDC that caters to partner requirements/concerns with highest quality maintaining the SLA’sHandling priorities /escalations without dependency Work cross-functionally with other teams for resolving issuesInvolve in simple & medium transactional processing activitiesAct as the Subject Matter Expert (SME) /Be a POC for all critical decision making on Partner support processes /implementation of new processes/changes to the existing processes/M&A's Participate actively /drive steady improvements and automation of current processes/systems/procedures with a focus to drive operational efficienciesMust be ready to take calls / support chats to provide quality resolutions to our customers/partnersHandle end-to-end case management/P0 management /identify potential escalations & address it on timely manner Willingness to support PST hours on a rotational basis (10PM-7AM) ISTProactive measures to avoid escalationsCreate and participate in creating documentationPerform other ad hoc tasks as per business requirements and managements request

What You Need

Bachelor’s DegreePrevious experience with a major service case systemMicrosoft Office Suite TrainedAbility to apply office management practices and administrative support processesAbility to work under pressure and tight deadlinesAbility to work independently and within a team environmentOutstanding communication and interpersonal skills requiredSkill in the utilization of correct grammar, spelling, punctuation, and required formatsEffective communication skills - both written and oralAbility to multi-taskLocation: BangaloreShifts: 24/7 (ANZ/APAC/EMEA/NASA)Work Model: Hybrid work model with 3 days work from office

What Makes You Eligible

Any offer of employment is conditioned upon the successful completion of a background investigation and drug screen.Dedicated performer & team player with the ability to advocate appropriately for product quality.Relentless learner with a dedication to learn new technologies and test methodsSelf-driven and Innovative to drive continuous improvements in Test processResourcefulness in triaging problems and coordinating with multiple teams for issue resolutionStrong written, verbal communication and inter personal relationship skills

 

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.