Case Manager

As a Case Manager at HARMAN, you'll be responsible for monitoring queues, assigning cases to engineers, and ensuring SLA compliance. You'll work under pressure and effectively communicate with engineers and leadership team. Daily work assignments will come from customer cases opened via web portal or phone support.

Requirements

• Check, validate, and track assignment of cases
• Reassign cases to appropriate queue: network, region wise, etc.
• Assign cases to appropriate engineer
• Monitor incoming case queues on a regular basis
• Assess requirement and assign the case
• Generate a daily report on the status of cases
• Be familiar with service level agreements (SLAs) and proper response times
• Notify Managers before cases may fail the SLA
• Coordinate with other lines of service before transferring cases or accepting cases from other queues
• Follow internal procedures for assigning and tracking cases
• Maintain knowledge of applicable service level agreements
• Monitor and report long term trends of queues for SLA compliance