Junior Associate, Product Service & Training
Harman · Seoul
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.
Introduction: 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 Revel
- 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 Junior Associate, Product Service & Training supports and drives after-sales service operations and product training activities for Harman Consumer Audio products. This role works closely with Samsung, APAC stakeholders, internal teams, and 3rd party service partners to ensure smooth customer service operations, proactively handle product issues, and deliver high-quality training activities. The position leads product and installation training for sales staff and promoters while contributing to customer satisfaction and service quality improvement initiatives.
What You Will Do
1. Service Operation Support
- Manage coordination with 3rd party service centers for after-sales service operations of Consumer Audio products
- Handle customer issue escalation, root cause analysis, and service follow-up activities
- Lead internal and external communication related to customer complaints and service escalations
- Manage RMA and service operation processes for Harman products
- Conduct data-driven analysis of service quality trends, defect rates, and customer VOC to identify root causes and recommend improvement actions
- Prepare monthly service reports and issue updates for APAC and local stakeholders
- Oversee replacement product and service logistics operations
- Drive communication with Samsung and internal stakeholders regarding service-related matters
2. VOC & Customer Support
- Manage Samsung VOC handling and customer response processes
- Lead responses to inquiries from consumer organizations and related agencies
- Oversee follow-up activities related to customer complaints and issue resolution
- Maintain service records and issue tracking data
3. Product Training Support
- Plan and deliver product and installation training for sales staff and promoters
- Manage operation of online, offline, and in-store training programs
- Develop and localize product training materials tailored to the local market
- Lead training activities related to New Product Introductions (NPI)
- Explain product features and technical information in an easy-to-understand manner
- Drive execution of annual product training activities and evaluate training effectiveness
4. Product Testing & Product Information
- Conduct sample testing and initial issue tracking for new products
- Maintain and update product information and SKU data
- Coordinate communication with APAC and internal teams regarding product-related updates
- Support preparation activities for product launches and training sessions
5. Refurbish & Service Improvement Support
- Execute refurbish-related operational activities based on APAC guidance
- Lead service process improvement activities
- Analyze service operation issues and trends and propose actionable solutions
What You Need to Be Successful
- 3–7 years of experience in Customer Service, Service Operations, or Training roles with proven ownership
- Good communication and coordination skills
- Ability to handle customer issues in a professional manner
- Solid knowledge of wireless connectivity (Bluetooth, Wi-Fi, Networking) and mobile application troubleshooting
- Ability to work collaboratively with internal and external stakeholders
- Detail-oriented and organized working style
- Ability to prioritize and manage multiple tasks in a fast-paced environment
Bonus Points if You Have
- Passion for music and audio products
- Experience in Consumer Electronics, IT, Mobile, or Retail industries
- Experience in product training or service process improvement
- Basic understanding of audio product installation and technical support
- Experience using data analysis tools (Excel, Power BI etc.)
What Makes You Eligible
- Excellent verbal and written communication skills in Korean and English
- Chinese language skills are a plus
- Proficiency in Microsoft Office tools (Advanced Excel and PowerPoint skills are required)
- Willingness to travel domestically for training and service support activities
- Willingness to work in an office located in Gangnam, Seoul
What We Offer
- A hybrid work environment that balances flexibility with in-person collaboration, with most office-based roles onsite three days a week.
- Competitive benefits including Group Insurance, Medical Subsidy, Child Tuition Subsidy, and more
- Opportunity to work with premium global audio brands
- Exposure to collaboration with APAC and global teams
- Career growth opportunities in Service Operations, Customer Experience, and Product Training
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.