Service Manager (Portland)

Customer Experience Service Manager – Barefoot Sound Location: Barefoot Sound Portland Job Type: Full-time Reports to: CEO & CTO Job Summary Barefoot Sound is seeking an experienced Customer Experience Manager to oversee and manage all aspects of customer support, technical service, and warranty/repair operations. This role is responsible for ensuring high-quality service delivery, maintaining customer satisfaction, and improving internal service processes. The ideal candidate will have a strong technical background in professional audio equipment, excellent problem-solving skills, and experience leading a service team. Key Responsibilities Customer & Technical Support • Manage and respond to customer inquiries, service requests, and technical support issues. • Develop and implement efficient troubleshooting and repair procedures to minimize downtime for customers. • Maintain strong communication with customers regarding service timelines, repairs, and warranty claims. • Experience with Zendesk and Trello Administration is strongly preferred. Service Operations Management • Oversee the repair and warranty process, ensuring timely resolution of issues. • Track and analyze service data to improve response times and service quality. • Manage service inventory, including replacement parts and repair components. • Develop and enforce service policies, ensuring compliance with company and industry standards. Team Leadership & Training • Supervise and support service technicians and customer service representatives. • Provide training and technical resources to internal teams and external service providers. • Work closely with engineering and production teams to provide feedback on recurring product issues. Process Improvement & Documentation • Continuously improve service workflows to increase efficiency and reduce service costs. • Maintain accurate service records, reports, and documentation. • Develop and update service manuals, FAQs, and troubleshooting guides for customers and internal use. Collaboration & Product Feedback • Work with the engineering team to report and analyze recurring product issues. • Provide insights into product reliability and potential areas for improvement. • Support production and quality control teams by relaying service-related data. Qualifications & Requirements • Bachelor’s degree in engineering, electronics, business, or related field preferred • Minimum of 5 years of experience in technical service, customer support, or repair operations, preferably in the pro audio or electronics industry. • Strong leadership skills with experience managing a service department. • Hands-on experience troubleshooting and repairing audio electronics. • Proficiency in soldering through-hole and surface mount components • Excellent customer service and strong communication skills for troubleshooting with clients. Both over the phone and email. • Strong ability to multi-task and prioritize service repairs and requests, integrating occasional VIP cases requiring high prioritization. • Comfortability working in windows terminal / PowerShell for remote firmware updates • Proficiency with service management software and CRM tools. • Strong analytical and problem-solving abilities. • Ability to work collaboratively across departments. • Product QC and testing for replacement parts for completed repairs. Preferred Qualifications • Experience in professional audio, recording studio equipment, or related fields. • Knowledge of electronic circuits, schematics, and test equipment. • Understanding of warranty and service logistics, including international service support. Compensation & Benefits • Competitive salary based on experience. • Health, dental, and vision insurance. • Paid time off and company holidays. • 401(k) retirement plan. • Employee discounts on Barefoot Sound products. How to Apply If you're ready to make your mark in the world of audio engineering and become part of the Barefoot Sound family, please send your resume and a brief cover letter detailing your interest and qualifications. In your cover letter, please include your relevant experience and why you are excited about joining our team.