EMEA Technical Support Team Leader

boseprofessional; Greater London; On-site; GBP 60,000 - 65,000; Full time

Benefits offered by this job

Comprehensive benefits package

Job summary

Bose Professional in London, England, is seeking a Technical Support Team Manager, EMEA to lead a global product and technical support team across the EMEA region. You will collaborate with sales, field engineering and product development to deliver service excellence.

The role focuses on staff development, advanced troubleshooting, knowledge-base improvements, and driving best practices to ensure high customer satisfaction.

Qualifications

• Post-secondary degree or equivalent.
• 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- Microsoft Dynamics andNetSuite preferred.
• Excellent planning,training,and follow-up skills.
• Experience working in a global organization with cross-functionalteams; collaboratively.
• Demonstrated experience in creating and implementing processes and procedures necessary to maintain high levels of customer satisfaction and retention.
• Experience in networking and IT infrastructure, for AV over IT.
• Knowledgeofconferencing technologies, control systems, USB peripheral management, AV design, and electronic schematics.
• Technical degree or certification such as CTS, CTS-D, CompTIA, or Dante strongly suggested.
• Excellent oral and written customer-facing communication skills
• Excellent multi-tasking and organizational skills to manage outstanding issues until resolution.

Responsibilities

• Lead and develop technical support team in fast-paced environment.
• Interfacedirectly with stakeholders, engineers, installers, resellers regarding product issues and resolutions.
• Provide feedback, training, coaching; manage staff in real-time and one-on-one settings to raise performance.
• Create reference materials, help articles and engineering reports to maintain a robust knowledge base.
• Provide advanced-level technical support, troubleshooting, root cause analysis, installation assistance and programming for customers and partners.
• Execute service-related transactions such as parts orders, product exchanges and repairs.
• Be a leading voice and SME in all technical aspects of Bose Professional products.
• Develop and drive best practices within Product Technical Support.
• Meet or exceed service level objectives for staffing, volume, response times, and quality.
• Act as SME for Bose Professional product issues; respond to escalated issues and negotiate solutions.
• Review product changes and defects with quality and development; provide client feedback.
• Review, track, and publish support metrics; develop plans to reduce problems.
• Recruit, hire, and retain individuals to meet department needs.
• Support company objectives by completing additional tasks as needed.

Skills

Leadership

Cross-functional teamwork

Customer support experience (4+ yrs)

Technical audio knowledge

Communication

Multitasking & organizational skills

Process improvement

Networking & IT for AV over IT

AV technology knowledge

CRM systems knowledge

ERP systems knowledge

Training & planning

Education

Post-secondary degree or equivalent

CTS/CTS-D/CompTIA/Dante certifications

Tools

Microsoft Dynamics

NetSuite

Job description

Bose Professional in London, England, is seeking a Technical Support Team Manager, EMEA to lead a global product and technical support team across the EMEA region. You will collaborate with sales, field engineering and product development to deliver service excellence.

The role focuses on staff development, advanced troubleshooting, knowledge-base improvements, and driving best practices to ensure high customer satisfaction.