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- Tasks: Deliver exceptional customer support and troubleshoot luxury audio products.
- Company: Join HARMAN, a leader in high-performance audio technology.
- Benefits: Flexible work schedule, wellness initiatives, and employee discounts on premium audio products.
- Why this job: Be part of a dynamic team transforming the audio experience for customers worldwide.
- Qualifications: Experience in customer service and technical support, with a passion for audio technology.
- Other info: Collaborative environment with opportunities for professional growth and development.
The predicted salary is between 36000 - 60000 ÂŁ per year.
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
- 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.
Seniority Level: Mid‑Senior level
Employment Type: Full‑time
Job Function: Other
Industries: Computers and Electronics Manufacturing
Customer Support Co-ordinator in Waterbeach 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 Waterbeach
✨Tip Number 1
Get to know the company inside out! Research HARMAN and their luxury audio brands like JBL and Mark Levinson. This way, when you get that interview, you can show off your passion for their products and how you can contribute to their success.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 3
Prepare for those tricky interview questions! Think about your past experiences in customer support and technical troubleshooting. Use the STAR method (Situation, Task, Action, Result) to structure your answers and impress the interviewers.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can go a long way in showing your enthusiasm for the role. Plus, it keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Customer Support Co-ordinator in Waterbeach
Some tips for your application 🫡
Show Your Passion for Audio: When you're writing your application, let your love for audio shine through! Mention any experience you have with audio systems or consumer electronics, and how it fuels your desire to work with brands like JBL and Mark Levinson.
Tailor Your CV and Cover Letter: Make sure to customise your CV and cover letter for the Customer Support Coordinator role. Highlight relevant skills and experiences that match the job description, especially your technical knowledge and customer service expertise.
Be Clear and Concise: Keep your application straightforward and to the point. Use clear language and avoid jargon unless it's relevant to the audio industry. We want to see your communication skills right from the start!
Apply Through Our Website: Don't forget to submit your application through our website! It’s the best way to ensure we see your application and gives you a chance to showcase your enthusiasm for 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 audio systems and consumer electronics. Familiarise yourself with the brands mentioned in the job description, like JBL and Mark Levinson. Being able to discuss their products confidently will show your passion and expertise.
✨Showcase Your Customer Service Skills
Prepare examples from your past experiences where you've delivered exceptional customer service. Think about how you handled difficult situations or escalations. This role is all about providing top-notch support, so demonstrating your skills here is crucial.
✨Practice Problem-Solving Scenarios
Since troubleshooting is a big part of this role, practice answering technical questions or scenarios that might come up during the interview. You could even create mock situations where you have to diagnose an issue with an audio product and explain your thought process.
✨Be Ready to Discuss Teamwork
This position involves coordinating with various teams and partners, so be prepared to talk about your experience working in a team environment. Highlight any collaborative projects you've been part of and how you contributed to achieving common goals.
