External Service Center Manager

About the role

The External Service Center Manager is a key member of the Customer Service team, reporting to the Director of Customer Service, Global. The role oversees repair and maintenance work done on behalf of the company by external service centers worldwide. It is a global position requiring a strategic mindset, strong relationship management and knowledge of professional audio electronics and loudspeaker servicing. The preferred base is Massy or Marcoussis, France, though LAUS or LAUK is possible for an ideal candidate. International travel is expected for partner engagement, training and audits, and fluency in English is essential.

Key responsibilities

• Manage relationships with external repair service providers across multiple regions and define, monitor SLAs, KPIs and quality standards.
• Conduct regular performance reviews and audits of service partners.
• Oversee the end-to-end repair process, including intake, diagnostics, repair, return logistics and customer communication, and ensure compliance with warranty policies.
• Resolve escalated issues on repair quality, turnaround time or customer dissatisfaction.
• Design and implement standardized workflows and documentation, and work with logistics, IT and R&D to streamline service processes.
• Onboard and train new partners, roll out new processes and tools consistently, and provide ongoing support.
• Track and report on turnaround time, repair quality and cost efficiency, and recommend improvements.

Required profile

• Bachelor's degree in Audio, Electronics, Management, Engineering or a related field.
• 5+ years of experience in service or repair operations, partner management or technical customer support.
• Experience managing third-party vendors or service centers, ideally in a global context.
• Fluency in English.

Required skills

• Project management and process development skills.
• Proficiency with Microsoft Dynamics CRM and ERP, and Office 365 tools.
• Preferred: experience in professional audio equipment, familiarity with warranty management systems and reverse logistics, and multilingual capabilities.