Product Support Coordinator
Harman · Kvistgård
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.
Do you want to work for some of the world’s leading audio brands? Become a part of the HARMAN team and get to work for JBL and Harman/Kardon.
By joining HARMAN, you'll dive headfirst into the exciting world of headphones, portable speakers, party boxes and other audio technologies, and contribute to the success of Harman Lifestyle EMEA business. The consumer audio industry is fast paced, fun and dynamic and we’re looking for someone who is proactive, loves to work with a lot of different stakeholders from all over Europe and has creative ideas.
You will join our team within Harman, based in Kvistgård, Denmark in the position of:
Product Support Coordinator
What You’ll Be Part Of:
This position is responsible for summarizing and highlighting key and meaningful product feedback, gathered from the field and interactions with our front-line customer service staff, to be shared with the customer service leadership team as well as the appropriate departments within the organization for continuous improvement purposes. The product Support Coordinator is also responsible for knowledge of content creation for our products and the support of our customer service operations.
This role is part of a Product Support team that follows products from cradle-to-grave by creating product knowledge, supporting training and agent certification programs, analyzing field feedback, and sharing relevant insights with Consumer Quality and Product Managers. The Product Support team also acts as an escalation layer for Helpdesk activities by translating complex product and process information into clear guidance for agents and specialists.
The Product Support Coordinator supports and assists the team with its core Product Support activities, including product knowledge updates, support site readiness, training coordination, customer field feedback follow-up, reporting input, and escalation-related documentation. The role also helps coordinate Product Support projects and improvement initiatives by tracking actions, maintaining documentation, aligning with stakeholders, and supporting progress on agreed deliverables across the team.
How You’ll Make An Impact:
- Follow the products from cradle-to-grave, creating product knowledge, certifications programs, analyzing and feeding back results from the field, reporting product issues and general product information into Consumer Quality and Product Managers.
- Help maintain our regional support pages, Salesforce service cloud, Chatbot and Support knowledge base with relevant product and product related information.
- Gather relevant product feedback from Customer Support interactions and helpdesk teams and work with the appropriate department(s) to ensure customer feedback is communicated to relevant business units for review and/or action.
- Actively manage the NPI process tracker in collaboration with counterparts from EMEA and US regions.
- Product knowledge creation in Salesforce.
- Suggest and/or develop processes and provide regular product training and updates to the helpdesk team’s trainers and team leads.
- Provide recommendations as appropriate to the product teams.
- Analysis of service repair reporting to gain better understanding of product performance in the field.
- Provide advice, assistance and support to the helpdesk teams, as well as handling escalations and responding to technical questions regarding the respective business unit.
- Ongoing review and analysis of Salesforce business unit reporting to detect any trends that may need to be communicated.
- Other tasks may be assigned by the supervisor as appropriate.
What Makes You A Strong Fit:
- Professional working proficiency in English
- At least 3 years of Technical support from similar business
- High level knowledge in Excel and Word
- Ability to work effectively within a matrix environment
- Results-driven and customer-focused professional with excellent communication skills, a collaborative mindset, and the ability to thrive in a dynamic environment.
Bonus Points if You Have:
- Previous experience working with international customers or collaborating with global teams.
- Experience supporting professional audio, video, lighting or related technologies.
What Makes You Eligible:
- Be able to work 4 days per week from our Kvistgård office.
- Willingness to travel up to 10% of the time
What You Can Expect:
- A hybrid work environment that balances flexibility with in-person collaboration, with most office-based roles onsite three days a week.
- Access to employee discounts on HARMAN and Samsung products (including JBL, Harman / Kardon, AKG, and others)
- Learning and development opportunities through our award-winning HARMAN University programs
- Wellness benefits designed to support your overall well-being
- Tuition reimbursement support
- Access to the HARMAN campus fitness center and cafeteria, where available
- An inclusive and diverse work environment that supports both your professional and personal development
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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.