Service Manager

at  QSC LLC

Overview:
The Service Manager is responsible for overseeing service technicians and partners across the Americas region, ensuring exceptional customer service and fostering strong relationships with cross-functional teams, suppliers, and key stakeholders. This role includes managing daily operations for the diagnostics and repair of Q-SYS products, setting and enforcing repair standards, and maintaining consistently high service quality.
Base Pay Range 90k-115k
We will be accepting applications until a final candidate is identified.
The above reflects the pay range that QSC reasonably expects to pay for this role. This pay range also depends on various factors such as job duties and requirements, relevant experience and skills and geographic location. In addition to the base salary range, QSC offers a comprehensive package including but not limited to health benefits, 401K or Roth retirement plans and generous time off.
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.
Responsibilities:

Customer Service & Hardware Support

• Oversee daily operations of the service center, managing service technicians and partner centers responsible for the diagnostics and repair of Q-SYS products in the Americas region.
• Ensure team objectives are met, including repair turnaround times and hardware quality.
• Collaborate with Technical Support, Regional Service, Quality, and Product Development teams to investigate product failures and recommend improvements for performance and reliability.
• Resolve hardware inquiries and customer complaints through Salesforce case management.
• Prioritize tasks and long-term projects to align with departmental and company business plans.
• Provide technical materials and training to global service teams and technical support for new product readiness, while communicating emerging quality trends and common hardware issues.
• Monitor partner service center performance, conducting regular business reviews and analyzing KPIs to ensure alignment with service goals and drive continuous improvement.
• Develop and present productivity reports assessing service center performance, including turnaround times, repair volumes, parts usage, service quality, and technician performance.
• Maintain and update the “Non-Serviceable Items” list and product lists for out-of-warranty repairs, while improving the return-to-vendor workflow to reduce costs and improve turnaround time.
• Ensure compliance with regional service, return, and repair policies, maintaining SOPs in accordance with applicable laws and regulations.
• Develop Service Bulletins and knowledge base articles as required.
• Support and sustain ISO9001 compliance requirements for the Technical Service Group (TSG).

Service Parts Planning

• Analyze and determine service parts requirements for new product introductions (NPI) and end-of-life (EOL) products to align with the global service strategy.
• Collaborate with Corporate Planning and Global Supply Chain to enhance service parts planning, stocking strategies, and operational efficiencies.

Qualifications:

• Bachelors degree in business, management or administration
• At least 3 years of service management experience, managing hardware repair team and service partners and planning for service spare parts
• At least 1 year of experience working with network audio equipment is a plus
• Experience with Salesforce, Oracle and JIRA are highly desirable.
• Skilled at managing multiple high-priority initiatives in a fast-paced, technical environment.
• Strong collaboration skills, with the ability to work effectively across functions.
• Self-motivated, proactive, and a continuous learner.
• Excellent critical thinking and problem-solving abilities.
• Able to remain calm and composed under pressure.
• Strong skills in developing processes and procedures, with excellent organizational abilities (time management, prioritization, attention to detail).
• Exceptional customer-facing skills, including effective verbal and written communication, as well as presentation and phone skills.
• Proficient in Microsoft Office, particularly Excel, Word, and PowerPoint, with strong analytical capabilities in spreadsheet analysis.
• Eager to help others succeed, continuously learn new tools and technologies, and lead a collaborative, efficient team.
• Capable of managing multiple high-priority initiatives in a fast-paced, technical environment.

Please refer the Job description for details