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For Companies At a Glance
- Tasks: Deliver exceptional technical and customer support for luxury audio products worldwide.
- Company: Join HARMAN, a leader in innovative audio technology with a collaborative culture.
- Benefits: Flexible work schedule, professional development, and employee discounts on premium audio products.
- Why this job: Be part of a dynamic team transforming the audio experience for customers globally.
- Qualifications: Experience in technical support and strong communication skills required.
- Other info: Opportunity for career growth in a diverse and inclusive environment.
The predicted salary is between 30000 - 42000 £ per year.
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.
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.
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, prioritise 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.
Customer Support Co-ordinator in Cambridge employer: HARMAN International
Contact Detail:
HARMAN International Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Co-ordinator in Cambridge
✨Tip Number 1
Get to know the company! Research HARMAN and its brands like JBL and Mark Levinson. Understanding their products and values will help you connect during interviews and show your genuine interest.
✨Tip Number 2
Network, network, network! Reach out to current or former employees on LinkedIn. A friendly chat can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 3
Prepare for common interview questions related to customer support and technical troubleshooting. Practise your responses so you can showcase your skills confidently when it’s your turn to shine.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re proactive and really want to be part of the HARMAN team.
We think you need these skills to ace Customer Support Co-ordinator in Cambridge
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Support Coordinator role. Highlight your relevant experience in technical support and customer service, especially in the audio or consumer electronics industry. We want to see how your skills align with our needs!
Show Off Your Communication Skills: Since this role involves a lot of customer interaction, it's crucial to demonstrate your excellent verbal and written communication skills. Use clear and professional language in your application to reflect how you would communicate with our customers.
Highlight Technical Know-How: Don’t forget to showcase your technical knowledge of audio systems and consumer electronics. Mention any specific tools or systems you’ve worked with, like CRM or ERP systems, as this will show us you're ready to hit the ground running.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands. Plus, it shows us you’re genuinely interested in joining our team at HARMAN!
How to prepare for a job interview at HARMAN International
✨Know Your Audio Stuff
Make sure you brush up on your knowledge of consumer electronics and audio systems. Familiarise yourself with the brands HARMAN represents, like JBL and Mark Levinson, and understand their product lines. This will show your passion for the industry and help you answer technical questions confidently.
✨Master the Art of Communication
As a Customer Support Coordinator, strong communication skills are key. Practice articulating your thoughts clearly and professionally. Consider role-playing common customer scenarios with a friend to refine your responses and ensure you can handle inquiries with ease.
✨Showcase Your Problem-Solving Skills
Prepare examples of how you've tackled technical issues in the past. Think about specific challenges you've faced in customer support or technical roles and how you resolved them. This will demonstrate your analytical abilities and calmness under pressure, which are crucial for this position.
✨Get Familiar with CRM and ERP Systems
Since familiarity with CRM and ERP systems is important, take some time to learn about these tools if you're not already well-versed. Highlight any experience you have with similar software during the interview, as it shows your willingness to adapt and learn quickly.
