Manager Technical Service AMERICAS
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, and service management tools (e.g., Zendesk, Salesforce)
- Excellent communication, organizational, and problem-solving skills
- Ability to work independently while collaborating effectively across teams, cultures, and regions
- Flexible, adaptable, and accountable leader with a continuous improvement mindset
Benefits
• Inspiring Work Environment: Become a part of our international family business, where a modern and dynamic work atmosphere awaits you. At Sennheiser, people and their mindset are at the heart of everything we do - they are our most valuable asset.
• Flexible Working Models: We offer flexible working hours and mobile work options to help you balance your professional and personal life.
• International Collaboration: Look forward to working in a global team collaboration and contributing to exciting projects that shape the future of audio.
Pay
Not specified
Schedule
Not specified
Skills
Not specified
Requirements
Not specified
About the role
The position is responsible for supervising all after sales service functions including Service Technicians, Service Administration, Technical Support as well as 3rd party service providers in the Americas. Ensures the smooth and efficient operation of the Service Department so all work is completed in a timely manner and support is provided for internal and external customer questions. Monitors the customer experience, troubleshooting issues across phone, chat, and email channels. He/She will manage team performance (KPIs like TAT, CSAT, FCR), drive technology adoption, and align support strategies with technical product updates to ensure high-quality service. This position is a key member of the local management team in delivering and optimizing efficient service to our customers.