{"id":2422781,"url":"https://alion.io/job/bose-professional-technical-support-team-manager-emea-bose-professional","title":"Technical Support Team Manager, EMEA - Bose Professional","company":{"id":1872165,"name":"Bose Professional","domain":"boseprofessional.com","url":"https://alion.io/company/boseprofessional","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"JazzHR","truth_index":null},"role":"Support","role_family":"Support","seniority":"middle","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["London, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":60000,"max":65000,"currency":"GBP","period":"year","gross":null,"usd_annual":85908},"salary_estimate":null,"experience_years_min":4,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-13T06:03:17Z","employer_posted_date":"2026-10-13","last_verified_at":"2026-10-20T11:55:33Z","board_verified":true,"closed_at":null,"days_open":7,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":7},"description":"Company Overview:\nBose 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 Team Manager, EMEA to join us on our journey.\nWe 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.\nPosition Overview:\nThe Technical Support Team Manager will lead a team of Product and Technical Support Specialists in the EMEA region providing support to Bose Professional resellers, distributors, and end customers. This individual will work with customers, sales teams, field engineering and product development to develop and deliver Service Excellence to Bose Professional customers.\nThe responsibilities include oversight of the team’s time management, maintaining the procedures and techniques used, as well as providing technical training, and advanced escalated technical support for your team. In addition to managerial responsibility, you must actively take on all forms of post-sales technical support to customers and partners, such as troubleshooting, problem solving, root cause analysis, setup, and installation assistance for a wide range of electronics, loudspeakers, and software.\nYou will contribute to our public knowledge management system and internal engineering review systems to further guide post-sales issue resolution and to help improve product quality and consistency.\nKey Responsibilities:\nManage, lead, mentor and develop technical support team, with a range of experience, in a fast-paced environment. \nInterface directly with company stakeholders and engineers, as well as installers, technicians, integrators and resellers regarding product issues and resolutions. \nProvide feedback, training, and coaching. Manage staff real time and in one-on-one settings to increase staff performance levels. \nCreate reference materials, help articles and engineering reports to maintain a robust knowledgebase. \nProvide advanced-level technical support, troubleshooting, root cause analysis, installation assistance and programming assistance to our customers and partners, as well as our sales managers on or off-site. \nExecute service-related transactions such as parts orders, product exchanges, repairs, and other solutions. \nBe a leading voice, and a leading subject matter expert in all technical aspects of our products. \nDevelop and drive best practices and manage the execution within the Product Technical Support team to provide consistently high-quality service which drives customer loyalty. \nMeet or exceed established service level objectives to ensure client satisfaction including staffing, volume, response times and quality of service. \nAct as a subject matter expert for Bose Professional product resolving complex client inquiries and problems; respond to escalated client issues and negotiate solutions based on client needs and company policies. \nReview product changes and defects with quality and development; provide client feedback to improve the overall product. \nReview, track, and publish support metrics and develop plans to help reduce problem areas. \nRecruit, hire, and retain individuals with skills, knowledge, and experience necessary to enable the organization to meet department needs. \nSupport Company objectives by completing additional tasks as needed \nQualifications:\nPost-secondary degree and/or demonstrated applicable experience. \n4+ years of customer support experience in a technical field with managerial responsibility \nStrong technical knowledge and troubleshooting skills in the professional / commercial audio industry. \nExcellent leadership and management skills \nKnowledge of CRM and ERP systems required - Microsoft Dynamics and NetSuite preferred. \nExcellent planning, training, and follow-up skills. \nExperience working in a global organization with cross-functional teams; collaboratively. \nDemonstrated experience in creating and implementing processes and procedures necessary to maintain high levels of customer satisfaction and retention. \nExperience in networking and IT infrastructure, for AV over IT. \nKnowledge of conferencing technologies, control systems, USB peripheral management, AV design, and electronic schematics. \nTechnical degree or certification such as CTS, CTS-D, CompTIA, or Dante strongly suggested. \nExcellent oral and written customer-facing communication skills \nExcellent multi-tasking and organizational skills to manage outstanding issues until resolution. \nSome travel may be required. \nBose Professional is an equal opportunity employer and values diversity in the workplace. We encourage all qualified individuals to apply.\nPosition/Title: Technical Support Team Manager, EMEATime Type: Full-Time\nJob Exempt: Exempt\nPay Rate Type: Salary\nLocation: London, England in the United Kingdom is preferred, but we are also open to Amsterdam, The Netherlands\nReports to: Global Technical Support and Field Quality Manager\nDepartment: Operations\nCompensation & Benefits: The salary range for this position is 60,000 GBP to 65,000 GBP. This range reflects our good-faith estimate of the base compensation for the role at the time of posting. Final compensation may vary based on factors such as experience, skills, qualifications, and location, and the range may be updated in the future. In addition to base salary, this position may be eligible for an annual bonus of 3%. 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