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Title : Lead Product Support Representative

Location: Fine Sounds, Maple Grove, MN

Reports to: Director of Operations

Do you enjoy troubleshooting, reading forums, watching online tutorials and consulting user manuals to understand products and fix problems? Do you love music? Have a passion for audio equipment? You have come to the right place! We are looking for a dedicated, driven individual that enjoys helping people get the most out of their audio equipment. This may include: helping a customer with system connections, component integration, turntable speed issues, unbox and set up a new device, fix hums, ground loops and distortion issues, diagnose a missing channel of audio or simply optimizing the overall performance of an audio system. You will engage people in phone and email conversations and multi-task multiple requests in parallel each day and get people back to enjoying the music they love!

Responsibilities:

Customer and Dealer Support

• Promptly answer telephone and email inquiries. Address Netsuite cases, technical questions, and recommendations for all brands distributed and supported by Fine Sounds
• Troubleshoot audio system and product issues
• Verify all warranty claims for eligibility and issue RMA’s for repairs and evaluations via our ERP system (Netsuite)
• Authorize returns & exchanges
• Provide real time service status updates to clients
• Recognize and determine when units can be serviced in the field to reduce unnecessary returns
• Manage case escalation to resolution

Bench Work

• Assist in product evaluations and repairs as needed

Team Support and Training

• Lead daily huddle meetings
• Work with sales reps to coordinate and ensure team product training for new employees and new product launch
• Help organize and maintain physical spaces (receiving area, B-stock, offices, parts shelves etc.)
• Process training
• Create and implement systems to improve efficiency and accuracy of information given to dealers and end users
• Coordinate with purchasing on spare parts required to support service repair needs

Reporting

• Product support case, service repair and phone metric reporting
• Report on status repair/service returned product

Key Performance Indicators:

• Response time to close customer service requests
• Customer satisfaction with service calls and email support
• Reduction in customer product return rate

 

Qualifications:

 

Education:

 

• Associates degree or certification in Audio or Electronic Technology (preferred)

 

Experience:

 

• 2-5 years of experience troubleshooting and repairing high end home audio equipment (turntables, cd players, speakers, amplifiers, digital-to-analog convertors) – the ability to set-up and operate all devices)

• 2+ years of experience in a customer service role 

 


Skills and Abilities:

• Passion for providing amazing customer service
• Be quick thinking, energetic & self-motivated
• Strong organizational skills
• Ability to multi-task, prioritize, and complete work activities promptly
• Knowledge of best business practices in customer service
• Exceptional verbal and written communications skills
• Be an active, compassionate listener• Effectively communicate complex issues to people of all levels of understanding
• Ability to adapt to a rapidly changing work environment
• The ability to read and interpret electrical schematics and service manuals
• Music lover, passion for audio

 

Submissions

Please submit salary requirements with resume.

Resumes can be emailed to hr@sumikoaudio.net

We offer great benefits such as:

 

Medical Insurance
Dental Insurance
Vision Insurance
Paid holidays
Paid time off
401k retirement plan
And more
Shift

Monday – Friday

Hours

8:00 am – 5 pm

40 hours weekly