Service Center Manager

Join our passionate and dedicated teams who are shaping the future of sound!

Title 

External Service Center Manager 

Reporting Line 

Member of theCustomer Service team, reporting to Director of Customer Service, Global, Martin Bonsoir.  

Location 

Preferably based inMassy orMarcoussis, France; but possible to be based in LAUS or LAUKfor idealcandidate.   

General Overview  

As a key member of the Customer Service team, the External Service Centre Manager will play a pivotal role indeveloping andmanaging our global network of third-partyservice partners. Reporting directly to the Director of Customer Service, Global, this positionis responsible for overseeing repairand maintenanceoperationsperformed on our behalf by external service centers around the world. 

This is a global role that requires a strategic mindset, operational excellence, and strong relationship management skills, as well as sound knowledge ofprofessional audio electronics and loudspeaker servicing. The successful candidate will lead the development and deployment of standardized processes to ensure consistent, high-quality service delivery across all regions. They will alsobe responsible for onboarding new partners, monitoring performance, and driving continuous improvement. 

Given theglobal scope of the role,internationaltravel will be expected to support partner engagement, training, and audits. Fluency in English is essential, as the role involves frequent communication with internal stakeholders and external partners across diverse geographies.  

Responsibilities 

• Partner Management 

• Manage relationships with external repair service providers across multiple regions. 

• Define andmonitor service level agreements (SLAs), KPIs, and quality standards. 

• Conduct regular performance reviews and audits of service partners. 

• Repair Operations 

• Oversee the end-to-end repair process, including intake, diagnostics, repair, returnlogistics, and customer communication. 

• Ensure compliance with warranty policies and procedures. 

• Resolve escalated issues related to repair quality, turnaround time, or customer dissatisfaction. 

• Process Development & Optimization 

• Design and implement standardized workflows and documentation for repair operations. 

• Collaborate with internal teams (e.g.,logistics, IT,R&D) todevelop andstreamline service processes. 

• Identify and deploy tools or systems to improve tracking, reporting, and partner coordination. 

• Deployment & Training 

• Lead the onboarding and training of new service partners. 

• Ensure consistent rollout of new processes, tools, and updates across allpartners. 

• Provide ongoing support and guidance to partners tomaintain service excellence. 

• Reporting & Analysis 

• Track and report on key metrics such as turnaround time, repair quality, and cost efficiency. 

• Analyze trends and recommend improvements to enhance service performance and customer satisfaction. 

Qualifications

• Bachelor’s degree inAudio, Electronics,Management, Engineering, or a related field. 

• 5+ years of experience in serviceor repairoperations, partner management, ortechnicalcustomer support. 

• Experience managing third-party vendors or service centers, ideally in a global context. 

• Strong project management and process development skills. 

• Excellent communication abilities. 

• Proficiency withMicrosoft Dynamics CRM and ERP, as well as Office 365 tools.   

Preferred Skills 

• Experience inprofessional audio equipment, or other technical product sectors. 

• Familiarity with warranty management systems and reverselogistics. 

• Multilingual capabilities or experience working in multicultural environments. 

Join our passionate and dedicated teams who are shaping the future of sound!