Customer Support Co-ordinator

Have you heard of JBL, Arcam, Mark Levinson, Revel or Harman/Kardon, some of the world's leading audio brands? The market we are leading in, is fast paced, fun and dynamic.

Five prestigious brands – JBL Synthesis, Mark Levinson, Revel, Lexicon and Arcam - come together to offer the most advanced high-performance audio systems available. From the finest stereo listening to state-of-the-art multichannel home theater systems, the HARMAN Luxury Audio Group delivers pure, uncompromised sound.
The consumer audio industry is fast paced, fun and dynamic and
you will join our Luxury Audio department based in Cambridge, UK, in the position of:
Customer Support Coordinator – Luxury Audio
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 ARCAM.
• 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:
The Customer Support Coordinator is responsible for delivering exceptional technical and customer support to Harman Luxury Audio customers worldwide. The role involves direct customer communication, diagnosis of hardware/software issues, order management, and technical problem-solving. Acting as a liaison between customers, distributors, dealers, and internal teams, the coordinator ensures timely resolution, smooth logistics, and superior service experiences that reflect HARMAN's premium brand reputation.

What You Will Do
:

This role involves hands-on technical support and strong communication. You will support both internal teams and external partners while ensuring smooth customer experience.

• Support, guide, and train Level 1 & 2 Call Center Agents every day.
• Be the main contact for distributor and dealer inquiries via phone, email, and CRM.
• Coordinate communication between Level 1, Level 3, and external partners.
• Troubleshoot and resolve hardware, software, and connectivity issues in luxury audio products.
• Help end-users, dealers, and distributors with technical problems.
• Record all customer interactions and resolutions in CRM systems.
• Process global orders and spare parts requests. Raise RMAs and track shipments.
• Work with warehouses, logistics partners, and forwarders to ensure timely delivery.
• Maintain and update product information on websites, manuals, and online documents.
• Track product issues, escalate to Development if needed, and support product testing and BETA trials.
• Share customer feedback with Engineering, Product Development, and Sales.
• Follow company policies, warranty processes, and service standards.

What You Need to Be Successful:

• Strong knowledge of customer service principles and practices.
• Technical knowledge of consumer electronics, home theatre, and complex audio systems.
• Familiarity with ERP and CRM systems; willingness to learn additional tools.
• Strong analytical, troubleshooting, and problem-solving abilities.
• Excellent verbal and written communication skills, including customer-facing professionalism.
• Ability to manage multiple tasks, prioritize effectively, and deliver within deadlines.
• Comfort in handling escalations and stressful situations with calmness and clarity.
• Industry experience in Audio / Video
• Minimum 2–3 years in technical support, customer service, or consumer electronics.
• Strong understanding of networking, signal flow, and modern audio/video protocols (HDMI, Dolby Atmos, DTS, Room calibration, etc.).
• High attention to detail, accuracy, and customer service orientation.
• Proficiency in Microsoft Office and enterprise systems (SAP preferred).
• Harman Luxury Audio systems are installed in multimillion dollar luxury homes, globally. A high level of sophistication and maturity is required to work with these clients.
• Ability to solve complex system problems quickly is essential
• Proficient with enterprise system software, such as SAP and / or Salesforce

Bonus Points if You Have:

• Experience in luxury audio/video installation or support environments.
• Familiarity with Product Lifecycle Management tools (Omnify, Agile)
• Prior experience supporting global customers and working in international teams.

What Makes You Eligible:

• Willingness to travel 5% of the time.
• Willingness to work in an office in Waterbeach / Cambridgeshire.

What We Offer:

• Opportunity to collaborate with talented teams across the world.
• An inclusive and diverse work environment that fosters and encourages career development opportunities.
• Flexible work schedule with a culture encouraging a positive work-life balance.
• On-site opportunities to focus on personal well-being and development provided by our Wellness Committee, Volunteer Committee, and Harman Women's Network.
• Professional development opportunities through HARMAN University's business and leadership academies and extensive course catalog.
• The opportunity to work on complex problems and continuous improvement initiatives.
• Access to employee discounts on world-class HARMAN audio products including JBL and Harman/Kardon.