Bose Professional

Product & Technical Support Specialist

Remote
Full Time
Sales
Experienced
Company Overview:
Bose Professional is a leader in the professional audio/video industry, specializing in the design and manufacturing of cutting-edge audio solutions including loudspeakers, amplifiers, signal processing devices, controls, software, and accessories. For more than 50 years our spirit of invention has focused on creating systems that are easy to design, install and operate for performance, commercial and conferencing applications. As we continue to expand our global team, we are seeking a highly skilled Product and Technical Support Specialist to join us in our journey.

Role Overview:
The Product and Technical Support Specialist acts as a subject matter expert for all Bose Professional products, providing technical and operational knowledge to field engineers, technicians, and product support personnel. Typical support includes diagnosing, troubleshooting, repairing and debugging complex hardware, software, and wireless/wired network related issues.

Key Responsibilities:
  • Respond to situations where first-line product support has failed to isolate or fix customer’s facing issues
  • Identify and report field product hardware/software design and reliability issues, interacting with HQ colleagues to identify solutions
  • Develop and provide repair training virtually or onsite for Third-Party service providers/Distributors
  • Use knowledge of field issues to create newsletter to communicate solutions to Third-Party service providers regarding newly discovered product issues
  • Provide operational support including authorizing case exceptions and partnering with internal colleagues to resolve service material concerns
  • Monitor service levels and key performance indicators to ensure product repair turnaround times are met.
  • Coordinate with distributors for new products certifications and renewal of existing ones.
  • Approximately 30% of travel required
  • Continually develop a working knowledge of technology used in Bose Professional products to provide repair level support to Third-Party engineers and technicians - electrical, mechanical, and software
  • Respond to escalated repair issues, providing solutions to our Third-Party service providers in Middle East, India, Southeast Asia and Pacific region
  • Create and deliver repair training to Third-Party service providers
  • Build strong working relationships with region’s Third-Party service providers
  • Be a contributor to the Bose Professional Technical Services Group "Best Practices" team, presenting issues seen by Third-Party service providers
  • Work with service organizations to determine service options for products in and out of warranty
  • Able to read schematics and possess a working knowledge of complex electrical and software  professional products
  • Operational knowledge of test equipment – Signal Generators, Multi-Meter, Oscilloscope, etc
  • Timely settlement of Distributor’s claim and maintain the records/analysis per category


Qualifications:
    • Experience with component and software level troubleshooting
    • Understand local certification needs and coordinate with product compliance department to provide relevant documents to distributors for new product certification and renewal of existing certification timely
    • Strong information systems skills – NetSuite, Power BI
    • Microsoft office products – Word, Excel
    • Excellent writing and communications skills
    • Must be proactive, self-motivated, organized and have strong interpersonal skills
    • Bachelor’s degree in Electronics or Engineering or equivalent and minimum five years related work experience
    • Must speak fluent English


 
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