Sales - Delhi NCR or Bangalore, Remote, India - Full Time
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.
Mission: To help our users amplify their brand with sound. Vision: Be the preferred brand in the creation of engaging & extraordinary audio environments that connect people in meaningful ways.
Core Values: Team - One Team, One Goal; Collaborative; "Not my job" is not in our vocabulary Customer - Outside > In; Complete Solutions; We are the product Trust - No Politics; Open & Direct; Collaborative; Deliver on commitments Respect – Empathy; Recognition; Fairness; Courtesy Excellence - Creative & Innovative Thinking; Do what it takes to serve the customer; Quality Solutions; Low-key but high performing
Position 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
Position/Title: Product & Technical Support Specialist Reports to: Director of Sales located in UAE Time type: Full-time Location: Delhi NCR or Bangalore, India, Remote