Case Manager

HARMAN’s engineers and designers are creative, purposeful and agile. As part of this team, you’ll combine your technical expertise with innovative ideas to help drive cutting-edge solutions in the car, enterprise and connected ecosystem. Every day, you will push the boundaries of creative design, and HARMAN is committed to providing you with the opportunities, innovative technologies and resources to build a successful career.

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 everyday.

Responsibilities:

• The Case Manager will be responsible for monitoring the queue(s) to assign cases to engineers and will be able to work under pressure and effectively communicate with engineers and leadership team. Daily work assignments will come from the cases that customers open via web portal or phone support. Primary job function includes the following:

• Check, validate and track assignment of cases.
• Reassign cases to appropriate queue: network, region wise, etc.
• Assign cases to appropriate engineer
• Monitor the incoming case queues on a regular basis. Assess the requirement and assign the case. Be responsible for generating a daily report on the status of cases
• Be familiar with the service level agreements (SLAs) and the proper response times to call customers back on assigned cases
• Notify the Managers before cases may fail the SLA. Ensure that cases potentially about to violate established SLAs are identified and corrected
• Coordinate with other lines of service before transferring cases or accepting cases from other queues.
• Look at available engineers on a 15-minute interval basis to determine who can be assigned a case on a given day. If enough resources are not available the Manager will be notified
• Follow internal procedures for assigning and tracking cases. Validate proper case severity based upon standardized work processes. Contact appropriate engineer or alternate contact as identified in standardized work process.
• Examine case audit trail
• Monitor and report the condition of case queues as identified by management for cases which could fail service level agreements (SLA)
• Maintain knowledge of applicable service level agreements.
• Monitor and report to management long term trends of queues for SLA compliance
• Provide advice on potential process improvement for general case and queue management
• Mentor new Case managers
• Improve workload balance processes
• Manager SR transfers regional and global centers

Requirements

• High school diploma, B.S. preferred Previous experience with a major service case system
• Microsoft Office Suite Trained Ability to apply office management practices and administrative support processes
• Ability to work under pressure and tight deadlines Ability to work independently and within a team environment Outstanding communication and interpersonal skills required
• Skill in the utilization of correct grammar, spelling, punctuation, and required formats Effective communication skills - both written and oral Ability to multi-task

HARMAN is proud to be an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.