Technical Support Team Manager, EMEA

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

Benefits offered by this job

Annual bonus

Benefits package

Job summary

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

The role encompasses coaching, process optimization, advanced escalations, and knowledge management. Some travel may be required; salary range 60,000–65,000 GBP, with potential annual bonus and comprehensive benefits.

Qualifications

• Post-secondary degree and/or demonstrated applicable experience.
• Strong technical knowledge in professional audio.
• Experience leading a global, cross-functional team.
• CRM/ERP systems experience preferred.

Responsibilities

• Lead and mentor the technical support team in the EMEA region.
• Collaborate with engineers, installers, and sales teams on product issues.
• Provide advanced escalated support and root-cause analysis.
• Develop knowledge base materials and training for the team.
• Meet service level objectives and drive customer satisfaction.
• Recruit, hire, and retain skilled staff.

Skills

Leadership

Customer support

Troubleshooting

Cross-functional collaboration

Planning & training

Education

Post-secondary degree or equivalent experience

CTS/CTS-D/CompTIA/Dante certification preferred

Tools

Microsoft Dynamics

NetSuite

Job description

Company Overview:

Bose Professional is a leader in the professional audio industry, specializing in the design and manufacturing ofcutting-edgeaudio solutions including loudspeakers, amplifiers, signal processing devices, controls, software, and accessories. As we continue to expand our team, we are seeking aTechnical SupportTeam Manager,EMEAto join us on our journey.

We have organized ourselves culturally around a set of shared values. We are ateamfirst, which means we are collaborative and support each other toward our common goals. We start everything from the outside in, starting with thecustomerand 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 werespecteachother. Finally, we believe that creativity and innovation belong in all parts of the companyin order todriveexcellencein everything we do.

PositionOverview:

The Technical Support Team Manager will lead a team of Product and Technical Support Specialistsin the EMEA regionproviding support to Bose Professional resellers, distributors, and end customers. This individual will work with customers, sales teams, fieldengineeringand 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.

KeyResponsibilities:

• Manage, lead, mentor and developtechnicalsupport team, with a range of experience, in a fast-paced environment.
• Interfacedirectly with company stakeholders and engineers, as well as installers, technicians, integrators and resellersregardingproduct 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, installationassistanceand programmingassistanceto 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 levelobjectivesto ensure client satisfaction including staffing, volume, responsetimesand 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, andretainindividuals with skills,knowledge, and experience necessary to enable the organization to meet department needs.
• Support Companyobjectivesby completingadditionaltasks as needed

Qualifications:

• Post-secondary degree and/ordemonstratedapplicableexperience.
• 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 tomaintainhigh levelsof 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 orcertification suchas 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 travelmay berequired.

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 GBPto 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 bonusof 3%. We also offer a comprehensive benefits package for eligible employees.