After Sales Support Specialist

4 days ago

Singapore Harman International Full time

**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.

**What You Will Do**

**Core Responsibilities**:
**Support Distributor’s Product Failure**
- Being a liaison for the APAC region distributors in reporting product failure to the Global Quality Team for product improvement
- Provide technical solutions to assist distributors by working closely with the Global Quality Team engineers in identifying

product faults
- Co-ordinate faulty sample shipments from distributors and the Global Quality Team. Follow-up on faulty analysis for faulty samples returned to Global Quality Team/ODM
- Assisting the Global Quality Team in investigating possible quality issues and related matters within the APAC region
- Maintaining a good relationship with distributors’ service centers to cross-share technical knowledge, which will benefit each other.
- Responsible for investigation, quality, and follow-up on Failure Analysis for our distributors ensuring our key stakeholders are involved in resolutions and follow-up.
- Analyzing product quality through RMA report.
- Working closely with regional offices to continually improve efficiency, and productivity and reduce RMA payout.

**Periodically Responsibilities**:
**RMA Report Management**
- Analysing faulty symptoms and trends from RMA report, and organizing distributors to return samples to the SG office for testing.
- Updating NPI into RMA template and Prefer Warranty Services
- Disseminating Product Service Manual to regional service partners
- Providing feedback and constructive suggestions on product quality to the Global team by attending Weekly Quality improvement conference calls.
- Periodically visit distributors’ Service Center to stock count RMA stock

**What You Need**
- Bachelor’s Degree in Electronics, Electrical, Instrumentation, or related field.
- Minimum 3 years of experience in Electronic / Quality / Customer service management or related field.
- Knowledge in electronics products specifically in smart audio, headphones and home audio.
- Prior experience with quality assurance tools and strategies for customer-facing teams and providing QA support for the technology.

**What is Nice to Have**
- Results focused mindset on the quality awareness of our products.
- Talent and aptitude to analyze and solve problems independently.
- Excellent written, verbal communication, and organizational skills.
- Prior experience in implementing service improvement plans will be an advantage.
- Prior experience in proposing Annual Strategic and budgetary planning and management.

**What Makes You Eligible**
- Be willing to travel.
- Any offer of employment is conditioned upon the successful completion of background reference checks.

**What We Offer**
- HARMAN is an innovative technology leader that is rapidly on the move. We empower our global teams to do their best as they take on the big challenges that make life better.
- As a part of HARMAN, you can expect to be valued for exactly who you are, for every day to be different, and to be part of a global organization full of fun, unique and talented people.

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