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.
Top Skills
What We Do
Headquartered in Stamford, Connecticut, HARMAN (harman.com) designs and engineers connected products and solutions for automakers, consumers, and enterprises worldwide, including connected car systems, audio and visual products, enterprise automation solutions; and services supporting the Internet of Things. With leading brands including AKG®, Harman Kardon®, Infinity®, JBL®, Lexicon®, Mark Levinson® and Revel®, HARMAN is admired by audiophiles, musicians and the entertainment venues where they perform around the world. More than 50 million automobiles on the road today are equipped with HARMAN audio and connected car systems. Our software services power billions of mobile devices and systems that are connected, integrated and secure across all platforms, from work and home to car and mobile. HARMAN has a workforce of approximately 30,000 people across the Americas, Europe, and Asia. In March 2017, HARMAN became a wholly-owned subsidiary of Samsung Electronics Co., Ltd. HARMAN is an Equal Opportunity, Affirmative Action employer. Minorities, women, veterans and individuals with disabilities are encouraged to apply. HARMAN offers a great work environment, challenging career opportunities, professional training and competitive compensation. Looking for a challenge where your experience is valued? Come see what you can achieve as a leader with HARMAN!
