After Sales Support Specialist
1 week ago
**About the Role**
This role will coordinate and analyze quality issue for after sales service. The incumbent will be the main driver for technical support, which include problem identification, resolution, and failure analysis reporting and continuous improvement within Asia Pacific.
**Your Team**
In this role, you will report directly to the Quality Support and Customer Care Lead.
**What You Will Do**
- Being the first contact point for distributors to report product failure on the field
- Work with Global Quality Team to investigate quality failure and related matters
- Follow up on Failure Analysis Report with Global Quality Team
- Maintain good working relationship with distributors’ service center to cross share technical and product knowledge
- Analyze failure pattern from RMA for improvement of next generation product development
- Periodical visits to distributors’ Service Centre for RMA stock count, and contributing suggestions for improvement of regional service centers
- Provide feedbacks and constructive suggestions on product quality to the Global Quality Team, which include attending Weekly Quality Improvement conference calls
- Provide technical solutions through working closely with the Global Quality Team to enhance product knowledge and assist distributors’ service centers
- Attend to reported events from Customer Service Centers and work closely with Harman legal team for follow up action
**What You Need**
- Bachelor in Electronics or related qualifications
- Minimum 5 years of experience in electronic or audio industries
**What is Nice to Have**
- Prior experience in implementing service improvement plan will be an advantage
- Talent and aptitude to analyse and solve problems independently
- Excellent written and verbal communication skills
**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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