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Bose Professional · 2 weeks ago

Technical Support & Field Quality Manager

Hopkinton, MA

Full-time

Hybrid

Director/Executive

$120K/yr - $150K/yr

15+ years exp

Bose Professional is a leader in the professional audio industry, specializing in cutting-edge audio solutions. They are seeking a Technical Support & Field Quality Manager to lead technical support and repair operations, ensuring a world-class customer experience through effective diagnostics and repair services.

ElectronicsManufacturing

H1B Sponsor Likely

Hiring Manager

Casee Cuneo

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

Qualification

Technical SupportRepair OperationsManufacturing QualityData AnalyticsLean methodologiesRoot Cause AnalysisComponent-level repairJiraERP systemsCRM systemsCoachingCommunicationProblem-solving skillsCollaboration skillsMentoring

Required

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%

Company

Bose Professional

Bose Professional is committed to providing the most straightforward approach to amazing sound. It is a sub-organization of Bose.

Founded in 2023

Framingham, Massachusetts, USA

201-500 employees

https://pro.bose.com/en_us/index.html

H1B Sponsorship

Bose Professional has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (1)