![Bose Professional](https://media.trabajo.org/img/noimg.jpg)
Product & Technical Support Specialist
3 days ago
Vision: Be the preferred brand in the creation of engaging & extraordinary audio environments that connect people in meaningful ways.
Core Values:
Team - One Team, One Goal; Collaborative; "Not my job" is not in our vocabulary
Customer - Outside > In; Complete Solutions; We are the product
Trust - No Politics; Open & Direct; Collaborative; Deliver on commitments
Respect – Empathy; Recognition; Fairness; Courtesy
Excellence - Creative & Innovative Thinking; Do what it takes to serve the customer; Quality Solutions; Low-key but high performing
Position Overview: The Product and Technical Support Specialist acts as a subject matter expert for all Bose Professional products, providing technical and operational knowledge to field engineers, technicians, and product support personnel. Typical support includes diagnosing, troubleshooting, repairing and debugging complex hardware, software, and wireless/wired network related issues. Key Responsibilities: Respond to situations where first-line product support has failed to isolate or fix customer’s facing issues Identify and report field product hardware/software design and reliability issues, interacting with HQ colleagues to identify solutions Develop and provide repair training virtually or onsite for Third-Party service providers/Distributors Use knowledge of field issues to create newsletter to communicate solutions to Third-Party service providers regarding newly discovered product issues Provide operational support including authorizing case exceptions and partnering with internal colleagues to resolve service material concerns Monitor service levels and key performance indicators to ensure product repair turnaround times are met. Coordinate with distributors for new products certifications and renewal of existing ones. Approximately 30% of travel required Continually develop a working knowledge of technology used in Bose Professional products to provide repair level support to Third-Party engineers and technicians - electrical, mechanical, and software Respond to escalated repair issues, providing solutions to our Third-Party service providers in Middle East, India, Southeast Asia and Pacific region Create and deliver repair training to Third-Party service providers Build strong working relationships with region’s Third-Party service providers Be a contributor to the Bose Professional Technical Services Group "Best Practices" team, presenting issues seen by Third-Party service providers Work with service organizations to determine service options for products in and out of warranty Able to read schematics and possess a working knowledge of complex electrical and software
professional products Operational knowledge of test equipment – Signal Generators, Multi-Meter, Oscilloscope, etc Timely settlement of Distributor’s claim and maintain the records/analysis per category Qualifications: Experience with component and software level troubleshooting Understand local certification needs and coordinate with product compliance department to provide relevant documents to distributors for new product certification and renewal of existing certification timely Strong information systems skills – NetSuite, Power BI Microsoft office products – Word, Excel Excellent writing and communications skills Must be proactive, self-motivated, organized and have strong interpersonal skills Bachelor’s degree in Electronics or Engineering or equivalent and minimum five years related work experience Must speak fluent English Position/Title: Product & Technical Support Specialist Reports to: Director of Sales located in UAE Time type: Full-time Location: Delhi NCR or Bangalore, India, Remote Powered by JazzHR
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