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Global Service Manager

April 8, 2021
Beaverton, United States of America
Job Type


The Biamp Global Service Manager is responsible for all customer return and repair activities across Biamp worldwide, as well as the management of an internal production debug and repair team within Biamp’s premier manufacturing site in Portland, Oregon.  Biamp’s Global Service Manager is responsible for establishing Biamp’s reverse logistics and repairs strategies and capabilities worldwide.  They oversee both long-range service planning and daily advanced replacement, field repair, and spare part delivery operations in support of a fast-paced, technology-based product company.  This position will assure the safe, dependable, and efficient service of high-quality advanced audio/video electronics on pace with customer demand and within budget.  The Global Service Manager develops and executes strategies to support customer growth and geographic expansion as sales volumes dictate thru both direct service centers and an array of field service and channel partnerships.

Essential Functions:

  • Develop global service, repair, spares, advanced replacement, and reverse logistics strategies
  • Directly manage a team of highly skilled customer service repair technicians based in Portland, Oregon, and direct the activities of other remote service and repair teams in Chester, Pennsylvania, and Schoten, Belgium
  • Manage a team of skilled internal-facing, production, debug and repair technicians across multiple shifts and supervisors at Biamp’s electronics manufacturing center in Portland
  • Ensure execution of all customer service needs to maintain customer satisfaction
  • Ensure debug and repair capability and capacity as necessary to support factory production levels at all times
  • Reviews internal and external failure and repair trends and works product quality and reliability improvement opportunities back into both Design Engineering and Manufacturing
  • Provide a point of escalation for customer service issues requiring management attention and support
  • Lead teams in continuous improvements activities and increases service and repair efficiency through the application of Lean Six Sigma based continuous improvement principles and techniques
  • Train, evaluate, coach, and develop employees, Supervisors, and Team Leads to achieve the highest productivity levels, quality standards, and on-time delivery disciplines
  • Ensure a healthy, safe work environment within compliance with all regulations and company policies
  • Assure appropriate staffing levels and develop strong teams and engaged employees
  • Align service and repair team goals with company vision, purpose, and priorities
  • Develop, execute and deliver annual Service goals and objectives
  • Meets or exceed KPIs for Customer Turn Around Time, Repair Queue Management, Repair Quality, Repair Productivity, and Service Satisfaction across a global multi-site, multi-partner service and repair environment
  • Liaise with other managers, both within Operations and from other functions across the corporation, to achieve company goals and initiatives

Secondary Functions:

  • Participates as a key member of the corporation’s Operations Senior Leadership team
  • Ensures that Biamp service centers around the world maintain the highest standards of organization, 5S cleanliness, and productivity
  • Additional duties as assigned by the VP of Operations


The successful candidate will possess the following combination of experience, knowledge, and skills:

  • Associates technical degree or Bachelor’s degree in electrical engineering or related technical field, or equivalent industry experience
  • Five years of previous service management experience within a multi-site global environment required
  • Five years prior electronic manufacturing and/or service experience
  • Prior experience and/or certification in Lean Six Sigma methodology with demonstrated experience implementing Lean principles and leading effective change management considered a plus
  • Ability to lead multiple teams across multiple shifts to identify and solve problems
  • Focus on data and fact-based structured problem solving
  • Ability to develop and engage a diverse team to high levels of achievement
  • Demonstrate excellent organizational and interpersonal skills and able to work effectively with people of diverse backgrounds and diffuse challenging situations
  • Proficient in Microsoft Office applications (Outlook, Word, Excel, and SharePoint).
  • Experience with Microsoft Dynamics AX and/or other commercial ERP/MRP systems, a plus
  • Experience working with Agile PLM a plus
  • Prior experience within the Audio/Video industry highly desirable
  • Able to multi-task and remain flexible in a dynamic, high-velocity work environment while maintaining strong attention to detail
  • Excellent communication and organizational skills
  • Excellent verbal and written skills in English.  Additional language skills considered a plus

Work Environment:

  • This position manages work teams across multiple sites and geographies and as such needs to flex to support employees, teams, and supervisors during off-shift hours and across different time zones
  • Domestic and international travel up to 25%
  • Ability to lift 10 lbs. frequently and up to 50 lbs. periodically
  • Stand or sit for long periods
  • Perform tasks (that may be repetitive) that require reaching, pushing, pulling, kneeling, walking, stooping, and/or bending
  • Work in an environment that generates OSHA permissible machine noise levels
  • Use tools that require fine hand skills
  • Visually, observe and differentiate small moving parts
  • Ability to wear PPE (Personal Protective Equipment) as required in designated areas

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