Location:
UKHemel HempsteadLondon Road Apsley
Additional Location:
Budapest - Budapest, Hungary, Pécs - Baranya, Hungary, UKHomeOffice
Job Family:
Customer Experience
Worker Type Reference:
Regular - Permanent
Pay Rate Type:
Salary
Career Level:
M3
Job ID:
R-47459-2025

ABOUT THE ROLE:

HARMAN Professional Solutions designs, engineers, and manufactures audio, lighting and video, and control products for entertainment and enterprise markets, including live performances, stadiums and arenas, cinema, retail, corporate, education, government, hospitality, audio recording, and more. With leading brands including JBL Professional®, AKG®, Martin®, AMX®, Soundcraft®, BSS Audio®, Crown®, dbx Professional®, and Lexicon Pro®, HARMAN Professional delivers powerful, innovative and reliable solutions that are designed for world-class performance. Explore our many venues, events, landmarks and business experiences at https://pro.harman.com/
The Manager, Technical Support is responsible for the development and on-going management of our Post-Sales Technical Support team for the EMEA region. This individual will ensure high levels of customer satisfaction as the support for HARMAN’s distributors, and in turn, it’s Systems Integration partners and/or end users. The ideal candidate has experience leading Pro Audio and/or video post-sales support.
As the leader of this team, this individual will lead a highly skilled team and instil diligence, accuracy, a sense of urgency and efficiency when meeting the operational needs of the customer and the business at large. They will also work cross functionality with other departments including Sales, Customer Service, Engineering, Operations, etc., acting as the central voice for the department, and work to align support efforts with HARMAN’s goals and initiatives - proactively identifying challenges and providing cross-functional solutions.

WHAT YOU WILL DO:

• Technical support across all sales channels.
• Oversee the handling of Tier 2 support functions across the region.
• Escalation management of install product issues, collaborating with other departments on hardware and software resolutions
• Set expectation relating to documenting resolutions and publish articles to knowledgebase for internal, partner, and public levels.
• Establish and execute reporting to track efficiency and coverage.
• manage employees’ growth and career trajectory
• Service support across all sales channels.