Job Description
Bose Professional 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 Professional sound is found throughout the world in performing arts centers, 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 professionals. We focus directly on our customers’ 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 Professional Audio Support Specialist (m/f/d) with a long experience in the Installed Sound Business.
Much of this representative’s 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. The employee must possess actively listening skills as well as consistently deliver best-in-class contact support. Success in this role begins with creating trust with each customer and ensuring that our appreciation of their business is carefully conveyed. Employee 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 present highly effective 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
- Apply experience with professional audio systems, and competitive/complimentary products to complex support calls to resolve customer issues efficiently and without escalation
- Respond quickly and take ownership of escalated issues and manage product/service outages
- Remain knowledgeable about Bose Professional product and business strategies
- Execute administrative responsibilities such as order and return authorization creation, service case creation/management and product quality system entries according to organizational metrics, with appropriate and accurate detail, and in a timely manner
- Routine and effective engagement in the development and usage of the Pro Knowledge Management System (KMS)
- Projects will be assigned based on individual's career objectives and departmental needs. Identifying and implementing ideas for process and policy improvements, writing and reviewing solutions, and participating on cross-functional teams and pursuing career objectives.
Requirements
- Excellent oral and written customer facing communication skills required
- 4+ years of professional / commercial audio systems experience required
- 2+ years of customer service experience required
- Networking experience required
- Audio over IP experience required
- Experience with Bose Professional or competitive conferencing and digital signal processing products required
- Knowledge of CRM and ERP systems such as Microsoft Dynamics and SAP preferred
- Technical degree/certification preferred (Dante, 100V, DSP)
- Excellent multi-tasking and organizational skills to manage outstanding issues until resolution
- Proven ability to troubleshoot complex professional audio systems and utilize available resources to resolve in a timely manner required
- English and German both oral and written required