Pro Technical Support Specialist (m/f/d)

Professional sound systems demand an uncommon expertise and specialized products. For over 40 years, Bose Professional has been developing innovative loudspeakers, electronics and software to meet the needs of demanding professional audio applications. Our products are sold only through authorized pro-audio dealers, AV system integrators and distributors.

We work together, across functions and channels, to bring innovative new products to the industry and we provide substantial support for our distribution network, including product technical information, system design support and after-sale support.

Bose sound is found throughout the world in performing arts centres, theatres, houses of worship, stadiums, restaurants, retail stores, corporate buildings and hospitality establishments.

You might wonder what it’s like to work in the Global Sales organization at Bose Professional. Well, we are a dynamic group of action-oriented sales, marketing and operations pros. We focus directly on our customer’s needs with an obsession for finding new and even more effective ways to become one of the most recognized players in the pro audio industry.

For our European Product & Technical Support Team we are looking for a dedicated Technical Support Specialist (m/f/d).

Much of time will be spent servicing both internal and external customer requests via phone, email and web. Employee must be resourceful, display excellent decision-making, problem solving and conflict resolution skills, and show a proper amount of empathy for our customers. This person will have direct supervision but should be able to work independently.

Responsibilities

• Interface directly with installers, dealers, end-users and Bose Field Sales & Engineering regarding product support issues and solutions, establish standards, and drive best practices to deliver improvements in service delivery and product quality
• Consistently apply customer service communication skills and in-depth knowledge of Bose Professional products, audio technologies and procedures to assess customer needs and resolve issues thereby building a solid and satisfied customer relationship
• Applies experience on professional audio systems, competitive and complimentary products to complex support calls to resolve customer issues quickly without escalation
• Respond quickly and take ownership of escalated issues and manage product/service outages
• Knowledgeable about Bose Professional product and business strategies.
• Accurately document technical support activity within CRM or other defined business systems
  
  

Requirements

• 2+ years of professional / commercial audio systems experience
• 2+ years of customer service experience
• Technical degree/certification preferred
• Experience on Bose or competitive conferencing and DSP products
• Proven ability to troubleshoot complex professional audio systems and utilize available resources to resolve in a timely manner.
• Knowledge of CRM and ERP systems required - Microsoft Dynamics and SAP preferred.
• Excellent multi-tasking and organizational skills are required to manage outstanding issues until resolution.
• Excellent oral and written and customer facing communication skills.
• Swedish/Danish/Norwegian language both oral and written preferred
• English language both oral and written required