Technical Support Team Manager, EMEA

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. 

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. 

• →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 preferred. 
• →Excellent planning, training, and follow-up skills. 
• →Experience working in a global organization with cross-functional teams; 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. 
• →Knowledge of conferencing 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.