Job Summary : As Bogen’s Technical Services Manager, you'll be responsible for developing and managing our customer facing technical support team. Your goal will be to deliver an industry leading, best-in-class experience to our customers across all of Bogen’s brands (including NEAR and Apogee Sound International). If you enjoy the challenge of being part of, and helping to develop a highly knowledgeable and motivated team, tasked with delivering world-class support of the latest in IP networked audio & communications technologies, we'd love to talk to you! Bring us your passion for technology and industry best practices in customer technical support, and together we’ll work to not just satisfy, but delight our customers.

Essential Job Functions:

• Develop, along with VP of Engineering & Tech Support and other senior management, a vision for what Bogen can achieve in providing its customers industry-leading, best-in-class Tech Support (including design services).
• Plan, organize, and supervise day-to-day Tech Support operations - encompassing troubleshooting, systems consultation, RMA determination, and design services.
• Manage and maintain a knowledge database, including FAQ’s, cases studies, videos and/or other Tech Support vehicles.
• Manage the travel schedule of Tech Support Specialists.
• Work with other departments on problem resolution to ensure the customer is satisfied with the outcome, and that the proper corrective action is taken internally.
• Ensure Tech Support staff have on-going training in appropriate technologies, processes and Bogen solutions.
• Establish and monitor Tech Support metrics and use them continuously to improve customer satisfaction.
• Develop, maintain, and enforce Tech Support department policies, standards, procedures and processes.

Desired Knowledge, Skills, Experience and Education Requirements:

• A hands-on leader who is technically savvy and can work well with/across all levels of the Bogen team.
• Excellent people, analytical, and problem solving skills.
• Must be customer oriented, skilled in teamwork and collaboration, and be adaptable and innovative.
• Strong verbal, presentation, and written communication skills.
• Strong experience with LAN / WAN, ISP internet connections, security and firewalls (PIX/ASA/VPN) with strong IP protocols knowledge (IP addressing schemes and host configuration, TCP/IP, ARP, DHCP, DNS, OSPF, BGP, NAT, NTP, RIP, etc.), and configuration of commonly used network bridges, switches and routers, and strong experience with port forwarding and filtering.
• Experience in implementing QoS in layer 2 & 3 environments.
• Experience with PBX, call center and other telephony systems (including FXO, FXS, PRI, etc.).
• Expert knowledge and experience in unified communications using IP telephony platforms with VoIP, SIP, SIP Trunks, Multicast, RTP, ICE, STUN and TURN.
• Strong experience with troubleshooting common IP network issues using packet analyzer software and other tools.
• Knowledge in commercial and residential audio products and solutions is a strong plus.
• BS in Computer Science, IT, Engineering or related discipline.
• Proficient in MS Office 365, including Project.
• SAP Business One experience is a plus.
• A minimum of 5-years of experience in technical support.
• A minimum of 3-years supervisory or lead experience in a Technical Support environment.
• Experience in staff recruitment and retention processes.

Measures of Performance

• Effectiveness and Efficiency Metrics
• Customer satisfaction
• Resolution in one contact
• Design Service: turnaround time, conversion rate, repeat customers.
• Team member retention, satisfaction, and career and skill development.
• Contribution to the overall Bogen customer experience.
• Quality of oral and written communications.