drjobs Technical Support & Field Quality Manager

Technical Support & Field Quality Manager

Employer Active

1 Vacancy
drjobs

Job Alert

You will be updated with latest job alerts via email
Valid email field required
Send jobs
Send me jobs like this
drjobs

Job Alert

You will be updated with latest job alerts via email

Valid email field required
Send jobs
Job Location drjobs

Hopkinton, RI - USA

Monthly Salary drjobs

Not Disclosed

drjobs

Salary Not Disclosed

Vacancy

1 Vacancy

Job Description

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 & Field Quality Manager 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:

Bose Professional is seeking a highly capable and results-driven leader to head our Technical Support and Repair Operations with additional responsibility for Quality and Manufacturing Engineering functions. This role is critical to delivering a world-class customer experience by ensuring fast effective and reliable technical support diagnostics and repair services across global markets.

You will lead a geographically distributed cross-functional team that supports field operations technical customer service repair logistics and post-sale quality analytics. The ideal candidate will be a proven people leader with a passion for solving problems developing talent and driving continuous improvement across diverse global teams. You will also collaborate closely with product development manufacturing and quality teams to enhance repairability serviceability and field performance.


Key Responsibilities:

  • Lead and optimize Global Repair Operations including logistics remanufacturing and component reclamation
  • Oversee Technical Product Support across phone email and online channels
  • Manage complex customer escalations and implement sustainable long-term resolutions
  • Drive Root Cause Analysis and Corrective/Preventive Actions (CAPA)
  • Monitor and analyze field performance warranty data and repair trends to inform product and process improvements
  • Partner with R&D and Engineering on repair diagnostics serviceability and product support strategies
  • Build and maintain knowledge bases and technical documentation to improve support efficiency and reduce repair turnaround time
  • Ensure supplier quality for service parts and materials supporting long-term repair reliability
  • Develop and mentor a high-performing team of engineers and technical specialists across support and repair functions
  • Establish and report on KPIs for service responsiveness first-time fix rate repair cycle time customer satisfaction (CSAT) and cost efficiency

Qualifications:

  • 15 years of progressive experience in Technical Support Repair Operations Product Service or Manufacturing Quality ideally in electronics or audio technology
  • Bachelors degree in Engineering or a related technical field
  • Demonstrated success leading global support or service organizations including remote and culturally diverse teams
  • Proven ability to develop coach and retain top talent across multiple geographies
  • In-depth understanding of repair diagnostics failure analysis and escalation processes
  • Strong knowledge of remanufacturing component-level repair and reverse logistics
  • Proven track record with structured problem solving 8D CAPA and Lean methodologies
  • Experience leveraging data analytics to improve product reliability and customer outcomes
  • Demonstrated ability to optimize and reduce support and repair costs without compromising service quality
  • Excellent problem-solving skills a bias for action and a continuous improvement mindset
  • Excellent communication and interpersonal skills with the ability to influence across all levels of the organization
  • Strong collaboration skills working across product hardware and software engineering teams
  • Proficiency in Jira PLM ERP and CRM systems
  • Willingness to travel up to 15%

Bose Professional is an equal opportunity employer and values diversity in the workplace. We encourage all qualified individuals to apply.

Position/Title: Technical Support & Field Quality Manager
Time Type: Full-time
Location: Hopkinton MA - Hybrid
Reports to: VP of Operations
Department: Operations

Required Experience:

Manager

Employment Type

Full-Time

Company Industry

Department / Functional Area

Operations

About Company

Report This Job
Disclaimer: Drjobpro.com is only a platform that connects job seekers and employers. Applicants are advised to conduct their own independent research into the credentials of the prospective employer.We always make certain that our clients do not endorse any request for money payments, thus we advise against sharing any personal or bank-related information with any third party. If you suspect fraud or malpractice, please contact us via contact us page.