Manager, Technical Service

Manager, Technical Service AppleOne - 3.8 Nashville, TN Job Details Full-time $90,000 - $117,000 a year 13 hours ago Benefits Dental insurance 401(k) Vision insurance Flexible schedule Paid sick time Qualifications Team development Key Performance Indicators Supervising experience Bachelor's degree Team management Decision making Cross-functional collaboration Escalation handling Data-driven decision making

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Nashville, TN Direct Hire A global manufacturer in the professional audio industry is seeking a Manager, Technical Service to oversee after-sales service operations. This role is responsible for supervising service technicians, technical support, service administration, and third-party service providers while ensuring efficient service delivery and high-quality customer support. Position Overview The Manager, Technical Service is responsible for the smooth and efficient operation of the Service Department, ensuring all work is completed in a timely manner and that support is provided for internal and external customer inquiries. This role monitors the customer experience across phone, chat, and email channels and manages team performance using defined KPIs. This position is a key member of the local management team, supporting the delivery and optimization of service operations. Key Responsibilities Supervise all after-sales service functions including Technicians, Technical Support, Service Administration, and third-party providers Ensure timely completion of service and repair work Provide support for internal and external customer inquiries Monitor customer experience across phone, chat, and email channels Manage team performance using KPIs such as turnaround time, customer satisfaction, and first-call resolution Drive adoption of tools and technologies used in service operations Align service strategies with technical product updates Support the delivery and optimization of service operations Collaborate with internal teams and stakeholders Qualifications Bachelor's degree required 5+ years of leadership experience in after-sales service, technical support, or a related function Proven ability to lead, coach, and develop technical and administrative teams in a fast-paced environment Strong customer service mindset with experience handling escalated and complex issues Demonstrated success managing performance through KPIs and data-driven decision-making Solid understanding of communication technologies, software/hardware support, and service operations Experience with CRM, ERP, or service management tools (e.g., Zendesk, Salesforce) Excellent communication, organizational, and problem-solving skills Ability to work independently and collaborate across teams and regions Flexible, adaptable, and accountable with a continuous improvement mindset What You Can Expect Great Benefits package Modern and dynamic work environment Flexible working hours and mobile work options Collaboration with international teams Equal Opportunity Employer / Disabled / Protected Veterans The Know Your Rights poster is available here: https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12.pdf The pay transparency policy is available here: https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf For temporary assignments lasting 13 weeks or longer, the Company is pleased to offer major medical, dental, vision, 401k and any statutory sick pay where required. We are committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation for any part of the employment process, please contact your staffing representative who will reach out to our HR team. AppleOne participates in the E-Verify program in certain locations as required by law. Learn more about the E-Verify program.

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//e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster_ES.pdf We also consider for employment qualified applicants regardless of criminal histories, consistent with legal requirements, including, if applicable, the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance. Pursuant to applicable state and municipal Fair Chance Laws and Ordinances, we will consider for employment-qualified applicants with arrest and conviction records, including, if applicable, the San Francisco Fair Chance Ordinance. For Los Angeles, CA applicants: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. #1137