QSC thrives where innovative technology and compelling audio-visual experiences intersect. For over 50 years, QSC has pioneered the technology and solutions that enable immersive cinema, live performance audio, themed entertainment, digital collaboration and meeting experiences for our customers and partners around the world. A globally recognized innovator in the design, engineering, and manufacture of category leading high-performance loudspeakers, digital mixers, power amplifiers, audio processors, digital cinema solutions, and the Q-SYS™ software-based audio, video and control Ecosystem.
By joining the QSC team, you will be in a challenging, collaborative, fun, and innovative environment. We encourage employees to take ownership, to color outside the lines, and to imagine possibilities. Our culture is casual but dynamic, with cross-functional teams collaborating on creating memorable audio-visual experiences that deliver joy to people, wherever they are. At QSC, fun and hard work go hand in hand. Join us and make a difference in the way people experience movies, meetings, presentations, live performances, and much more.
The Service Manager manages the service technicians and service partners in Americas. The Service Manager ensures excellent customer service and sales interactions, maintains strong relationships with cross-functional teams and suppliers, and sets repair standards for the Americas service team and partners.
Customer Service & Hardware Support
Effectively manage service teams in the diagnostics and repair of QSC products. This includes QSC service technicians and Service Centers in Americas. Ensure company and service team members’ objectives are met, including repair turnaround time and hardware repair quality.
Manage and set priorities for daily tasks and long term projects to meet department and company business plans.
Provide technical material and training to global hardware service teams/partners and technical support teams for new product support readiness. Communicate new quality trends and commonly known hardware issues.
Implement and improve return to vendor workflow for no service items to reduce costs and improve turnaround time.
Collaborate with Technical Support Team, Regional Service Teams, Quality Team and Product Development Team to investigate product failures, provide recommendations and suggestions to improve product performance and reliability.
Deliver exemplary customer service by providing direct communication and support to customers and sales to address customer concerns related to product/quality issues.
Maintain and resolve Cases through SFDC to address hardware inquiries and customer complaints.
Maintain “No Service Item” list and product list for out-of-warranty repair/repair program.
Maintain regional service, return, repair policies and standard operating procedures (SOPs) for Americas. Ensure Americas service department adheres to all applicable laws and regulations.
Provide reports on repairs and measure customer satisfactions and feedback using CSAT and NPS to drive continuous improvements.
Develop Service Bulletins and knowledge base articles as required.
Maintain, support and sustain ISO9000 compliance requirements for Technical Service Group (TSG).
Service Parts Planning
Analyze and provide service parts needs for new product introduction (NPI) and end-of-life (EOL) products to support global service strategy.
Collaborate with Corporate Planning and Global Supply Chain to improve service parts planning and stocking strategies to improve operational efficiencies.
Perform other duties as required.
Bachelors degree in business, management or administration
3-5 years of service management experience, managing hardware repair team and service partners and planning for service spare parts
1-2 years of experience working with network audio equipment is a plus
Solid work experience with CRM/ERP software , i.e., SFDC, JIRA, Oracle are preferred
Ability to optimize and improve work flow
Strong customer-facing skills, including good verbal and written communications
Proficient in MS Office (Excel, Word, PowerPoint)
Strong analytical skills and the use of Excel spreadsheets
Excellent troubleshooting and problem-solving skills
Internal Number: 2021-2704
About QSC, LLC
Founded nearly five decades ago, QSC, LLC, is a globally recognized leader in the design and manufacture of professional audio/video system solutions. With power amplification, loudspeaker, digital signal processing (DSP) and digital mixer engineering resources all located under one roof, QSC uniquely leverages these technologies to deliver products and systems that far outperform the sum of their parts - providing compelling solutions for professional installed, portable, production and cinema sound customers worldwide.
QSC expertise is also evident in its advanced manufacturing and quality control processes. The company manufactures in its 81,000 square foot, state-of-the-art facility, located in Costa Mesa, California. Utilizing a compliment of demand planning, parts procurement, operations and logistics, computer-controlled precision assembly, and rigorous testing and control, the QSC facility is designed with build-to-order flexibility, giving the company unprecedented ability to respond to customer needs while keeping both parts and finished goods inventory at well-maintained levels. Select partners in Asia provide additional manufacturing.
Located on 51,000 square f...eet of office space on the same campus as the manufacturing facility are the QSC Corporate Offices, Engineering, Sales, Marketing, Technical Support and Service. Additionally, QSC has offices in Boulder, Colorado and Hong Kong, with sales and support staff located throughout North and South America, Europe, Asia and the Middle East. QSC maintains a local warehouse and distribution facility in Costa Mesa, with other facilities in Tennessee, Belgium and China.
Employing over 400 people, QSC is also widely recognized as a great place to work, attracting the best and brightest individuals from all over the world. The company strives to provide a casual and fun work environment where people are genuinely excited to bring forth their best and let their talent shine.
QSC offers its employees an exceptional benefits package, further enhancing its ability to attract and maintain talent, and is a 6-time recipient of the Orange County Register’s “Best Place to Work” award.