Technical Support & Field Quality Manager

Bose Professional

Hopkinton, MA
Permanent
Full-time

1 month ago
Apply easily

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
Bachelor’s 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: OperationsPowered by JazzHR

Bose Professional