Technical Support Team Manager, EMEA

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

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 valuetrust, 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 companyin order todriveexcellencein everything we do.

Position Overview

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

The responsibilities include oversight of the team’s time management,maintainingthe 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.
• Interfacedirectly with company stakeholders and engineers, as well as installers, technicians, integrators and resellers regarding product issues and resolutions.
• Provide feedback, training, and coaching. Managestaffreal time and inone-on-onesettings to increase staff performance levels.
• Createreference materials, help articlesandengineering reportstomaintaina robustknowledgebase.
• Provide advanced-level technical support, troubleshooting, root cause analysis, installation assistanceand programming assistanceto our customers and partners, as well as our sales managers onor off-site.
• Execute service-related transactions such aspartsorders, 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 practicesand 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+ yearsofcustomer support experience in a technical fieldwithmanagerialresponsibility
• Strong technical knowledge and troubleshooting skills in the professional / commercial audio industry.
• Excellent leadership and management skills
• Knowledge of CRM and ERP systemsrequired- Microsoft Dynamics andNetSuitepreferred.
• 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.
• Some travel may be required.

Bose Professional is an equal opportunity employer and values diversity in the workplace. We encourage all qualified individuals to apply.

Position/Title:Technical Support Team Manager, EMEA

Time Type:Full-Time

Job Exempt:Exempt

Pay Rate Type:Salary

Location:London, England in the United Kingdom is preferred, but we are also open to Amsterdam, The Netherlands

Reports to:Global Technical Support and Field Quality Manager

Department:Operations

Compensation & Benefits:The salary range for this position is 60,000 GBP to 65,000 GBP. This range reflects our good-faith estimate of the base compensation for the role at the time of posting. Final compensation may vary based on factors such as experience, skills, qualifications, and location, and the range may be updated in the future.In addition to base salary, this position may be eligible for an annual bonus of 3%. We also offer a comprehensive benefits package for eligible employees.