Service Center Manager

Title

External Service Center Manager

Reporting Line

Member of the Customer Service team, reporting to Director of Customer Service, Global, Martin Bonsoir. 

Location

Preferably based in Massy or Marcoussis, France; but possible to be based in LAUS or LAUK for ideal candidate. 

General Overview 

As a key member of the Customer Service team, the External Service Centre Manager will play a pivotal role in developing and managing our global network of third-party service partners. Reporting directly to the Director of Customer Service, Global, this position is responsible for overseeing repair and maintenance operations performed on our behalf by external service centers around the world.

This is a global role that requires a strategic mindset, operational excellence, and strong relationship management skills, as well as sound knowledge of professional audio electronics and loudspeaker servicing. The successful candidate will lead the development and deployment of standardized processes to ensure consistent, high-quality service delivery across all regions. They will also be responsible for onboarding new partners, monitoring performance, and driving continuous improvement.

Given the global scope of the role, international travel will be expected to support partner engagement, training, and audits. Fluency in English is essential, as the role involves frequent communication with internal stakeholders and external partners across diverse geographies.

Responsibilities

• Partner Management

• Manage relationships with external repair service providers across multiple regions.

• Define and monitor service level agreements (SLAs), KPIs, and quality standards.

• Conduct regular performance reviews and audits of service partners.

• Repair Operations

• Oversee the end-to-end repair process, including intake, diagnostics, repair, return logistics, and customer communication.

• Ensure compliance with warranty policies and procedures.

• Resolve escalated issues related to repair quality, turnaround time, or customer dissatisfaction.

• Process Development & Optimization

• Design and implement standardized workflows and documentation for repair operations.

• Collaborate with internal teams (e.g., logistics, IT, R&D) to develop and streamline service processes.

• Identify and deploy tools or systems to improve tracking, reporting, and partner coordination.

• Deployment & Training

• Lead the onboarding and training of new service partners.

• Ensure consistent rollout of new processes, tools, and updates across all partners.

• Provide ongoing support and guidance to partners to maintain service excellence.

• Reporting & Analysis

• Track and report on key metrics such as turnaround time, repair quality, and cost efficiency.

• Analyze trends and recommend improvements to enhance service performance and customer satisfaction.

Qualifications

• 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.

• Strong project management and process development skills.

• Excellent communication abilities.

• Proficiency with Microsoft Dynamics CRM and ERP, as well as Office 365 tools.