Service Manager

The Service Manager is responsible for leading and overseeing service technicians and partners throughout the Americas region, ensuring outstanding customer service while cultivating strong relationships with cross-functional teams, suppliers, and key stakeholders. This role involves managing daily operations for the diagnostics and repair of Q-SYS products, establishing and maintaining repair standards, and developing efficient workflows and processes to ensure the delivery of exceptional 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.

Manage service center operations, including service technicians and partner service centers across the Americas, ensuring timely diagnostics and repair of Q-SYS products.
• Ensure repair turnaround times, hardware quality, and team objectives are metEnsure
• Resolve hardware inquiries and customer complaints through Salesforce case management.
• Develop process maps and workflows documenting key service operations and identifying areas for process improvement.
• Continuously refine and optimize workflows, processes and procedures to improve efficiency and service quality.
• Collaborate with Technical Support, Regional Services, Quality, and Product Development teams to investigate product failures and recommend improvements for performance and reliability.
• 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.
• Develop and present productivity reports assessing service center performance, including turnaround times, repair volumes, parts usage, service quality, and technician performance.
• Monitor partner service center performance, conducting regular business reviews and analyzing KPIs to ensure alignment with service goals and drive continuous improvement.
• 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 times.
• 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.
• Ensure compliance with regional service policies and ISO9001 standards.

• Bachelor's degree in business, technical or management domains, or equivalent experience

• 3+ years in service management, including overseeing hardware repair teams, managing service partners, and planning for spare parts logistics.

• Strong experience in developing processes and procedures, using tools such as Visio to build process maps and create efficient workflows
• Proficiency with Salesforce and Oracle.
• Proficient in Microsoft Office, particularly Excel and PowerPoint, with strong analytical capabilities in spreadsheet analysis.
• Exceptional customer-facing skills, including effective verbal and written communication, as well as presentation and phone skills.
• 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.