Technical Support Team Manager, EMEA

Company Overview Bose Professional is a leader in the professional audio industry, specializing in the design and manufacturing of cutting-edge audio solutions including loudspeakers, amplifiers, signal processing devices, controls, software, and accessories. As we continue to expand our team, we are seeking a Technical Support Team Manager, EMEA to join us on our journey.

We have organized ourselves culturally around a set of shared values. We are a team first, which means we are collaborative and support each other toward our common goals. We start everything from the outside in, starting with the customer and solving from there. We value trust, so we are a company of people who are open and direct, avoid politics, and who do what it takes to deliver on our commitments. And as we work together, we are empathetic, courteous, and fair, because we respect each other. Finally, we believe that creativity and innovation belong in all parts of the company in order to drive excellence in everything we do.

Position Overview The Technical Support Team Manager will lead a team of Product and Technical Support Specialists in the EMEA region providing support to Bose Professional resellers, distributors, and end customers. This individual will work with customers, sales teams, field engineering and product development to develop and deliver Service Excellence to Bose Professional customers.

The responsibilities include oversight of the team’s time management, maintaining the procedures and techniques used, as well as providing technical training, and advanced escalated technical support for your team. In addition to managerial responsibility, you must actively take on all forms of post-sales technical support to customers and partners, such as troubleshooting, problem solving, root cause analysis, setup, and installation assistance for a wide range of electronics, loudspeakers, and software.

You will contribute to our public knowledge management system and internal engineering review systems to further guide post-sales issue resolution and to help improve product quality and consistency.

Key Responsibilities

• Manage, lead, mentor and develop technical support team, with a range of experience, in a fast-paced environment.
• Interface directly with company stakeholders and engineers, as well as installers, technicians, integrators and resellers regarding product issues and resolutions.
• Provide feedback, training, and coaching. Manage staff real time and in one-on-one settings to increase staff performance levels.
• Create reference materials, help articles and engineering reports to maintain a robust knowledgebase.
• Provide advanced-level technical support, troubleshooting, root cause analysis, installation assistance and programming assistance to our customers and partners, as well as our sales managers on or off-site.
• Execute service-related transactions such as parts orders, product exchanges, repairs, and other solutions.
• Be a leading voice, and a leading subject matter expert in all technical aspects of our products.
• Develop and drive best practices and manage the execution within the Product Technical Support team to provide consistently high-quality service which drives customer loyalty.
• Meet or exceed established service level objectives to ensure client satisfaction including staffing, volume, response times and quality of service.
• Act as a subject matter expert for Bose Professional product resolving complex client inquiries and problems; respond to escalated client issues and negotiate solutions based on client needs and company policies.
• Review product changes and defects with quality and development; provide client feedback to improve the overall product.
• Review, track, and publish support metrics and develop plans to help reduce problem areas.
• Recruit, hire, and retain individuals with skills, knowledge, and experience necessary to enable the organization to meet department needs.
• Support Company objectives by completing additional tasks as needed

Qualifications

• Post-secondary degree and/or demonstrated applicable experience.
• 4+ years of customer support experience in a technical field with managerial responsibility
• Strong technical knowledge and troubleshooting skills in the professional / commercial audio industry.
• Excellent leadership and management skills
• Knowledge of CRM and ERP systems required - Microsoft Dynamics and NetSuite…