​Since 1984, we build ideas into products, grow products into businesses and scale businesses that leverage and transform the Pro-Audio Industry. 

What began as a small team has since become a global organization working to realize this vision. Each member of our team shares our passion for designing and manufacturing sound systems with the highest, most consistent and predictable performance levels. 

Recognized for pioneering the line source array, we’ve adopted a scientific approach to revolutionizing sound design, enabling performance prediction. Our in-depth study of all areas – from raw materials to high-end technologies, software, and electronics – contributes to a unique and broad combination of expertise that helps shape the future of sound. 

Reporting to the Head of Customer Service (Americas), you are responsible for providing quality and efficient services and support to our customers.
You will conduct preventive and corrective maintenance operations on audio-professional equipment distributed by the Company (loudspeakers, processors, amplifiers)

• Respond to customer inquiries via phone, email, and chat, in a timely and professional manner.

• Resolve customer issues by identifying problems, researching answers, and guiding customers through corrective steps.

• Document customer interactions and issues in the company’s CRM system.

• Follow up with customers to ensure their issues are resolved and they are satisfied with the service.

• Collaborate with other departments to address complex customer issues and improve overall customer satisfaction.

• Maintain a good level of product knowledge to assist customers effectively.

• Perform hand-on troubleshooting services and repairs: conduct investigations based on photos, serial numbers, amplifier log files and fault descriptions

• Assist management with the monitoring of key indicators and trends, documenting and reporting quality issues to the Applications team and other departments as required.

• Interface with manufacturing, quality, customer service administrative, applications design and R&D

Qualifications

• Previous experience in a customer support role within an international environment, ideally in the professional audio industry or similar technical products preferred.

• Strong problem-solving skills and attention to detail.

• Ability to set own priorities and work independently and as part of a team.

• Excellent computer skills, including Microsoft Office and Dynamics 365 CRM or similar

• Excellent interpersonal skills, showing empathy and a positive attitude when dealing with customers.

• Available to travel