At a Glance
- Tasks: Lead a dynamic team providing top-notch technical support in the audio industry.
- Company: Join Bose Professional, a leader in innovative audio solutions.
- Benefits: Competitive salary, annual bonus, and comprehensive benefits package.
- Other info: Opportunity for career growth in a diverse and inclusive workplace.
- Why this job: Make a real impact in a collaborative environment focused on creativity and customer satisfaction.
- Qualifications: 4+ years in technical support with strong leadership and troubleshooting skills.
The predicted salary is between 38056 - 46512 £ per year.
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.
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 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.
Technical Support Team Manager, EMEA in London employer: Bose Professional
Bose Professional is an exceptional employer, fostering a collaborative and innovative work culture that prioritises teamwork and creativity. As a Channel Marketing Specialist in the UK, you will benefit from a supportive environment that values trust and open communication, alongside opportunities for professional growth and development within the dynamic audio industry. With a comprehensive benefits package and a commitment to diversity, Bose Professional is dedicated to ensuring a rewarding and meaningful career for all employees.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Support Team Manager, EMEA in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Bose Professional. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Bose Professional before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Technical Support Team Manager, EMEA in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Bose Professional:Your cover letter is your chance to shine! Tell us why you want to work at Bose Professional specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Bose Professional!
How to prepare for a job interview at Bose Professional
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
