Product Supporter

Bang & Olufsen•New York City, NY

1d•Onsite

About The Position

Are you passionate about diving into complex technical challenges and finding the perfect solution? And do you enjoy working with some of the world’s most exclusive audio and video products? Then join Bang & Olufsen and help deliver exceptional technical support experiences across our premium audio/video ecosystem. In this front-line role, you’ll be one of the go-to persons for our English speaking B2B partners in US and EU. Your mission is to guide B2B partners through a complete system installation and connect products with each other or assist service technicians in troubleshooting and repairing products. To do so, you use our extensive database, service manuals and colleagues. Furthermore, you will receive training in our world-class products across TVs, speakers and headphones. Key responsibilities First Line Support & Technical Resolution Provide first-line technical support on Bang & Olufsen products and complete system installations via phone and email to B2B partners. Diagnose and resolve product malfunctions, configuration issues, and IT/network-related glitches remotely. Support service technicians during repair and troubleshooting when required, ensuring smooth case handover. Escalate unresolved cases to Field Service, Development, or Engineering with complete, accurate documentation (diagnostics, steps taken, escalation rationale). Case Documentation & Incident Management Log and maintain accurate incident records in RightNow per KPI requirements. Track cases to resolution, ensuring timely follow-up and closure. Identify recurring issues or trends and flag for investigation. Product Feedback & Continuous Improvement Report failure patterns and technical anomalies to Development. Contribute data and analysis for in-depth investigations. Improve troubleshooting documentation, best practices, and internal knowledge sharing. What you bring Formal education/training in a technical discipline (electronics, IT, AV) or equivalent hands-on experience. Strong troubleshooting across connected AV products, IT-based systems, and computer networks. Solid grasp of network infrastructures (wired/wireless, routers, switches, IP device comms). Experience supporting complex, integrated systems (AV + network + control). Hands-on repair/testing/refurbishment of electronic products (strong advantage). Ability to quickly learn premium product ecosystems; B&O familiarity preferred but not required. Experience using CRM/ticketing/case-management tools for diagnostics and outcomes. Languages: English required; Spanish an advantage. Who you are Customer-focused, calm, and professional communicator. Positive, open, and solution-oriented. Persistent and methodical in resolving complex issues. Self-motivated with strong ownership and follow-through. Collaborative across departments. What we offer At Bang & Olufsen, you’ll join a design-led, innovative brand where empowerment and authenticity fuel great experiences. Expect a collaborative environment, opportunities to learn and grow, and the chance to support products that blend magical sound with timeless design. You will be part of a small, close-knit team—including Field Service Technical Specialists, audio-visual installers, and the Country Service Manager—working closely together and helping each other solve complex technical challenges. This means you’ll never face problems alone; we share knowledge, support one another, and celebrate success as a team. Compensation: Competitive salary and benefits package. Location: National Sales Office in New York, US. Start date: 1st of March 2025. How to apply Submit your CV and application in English by pressing the ‘Apply’ button. Applications are assessed continuously, so please apply as soon as possible and no later than 18th. of January 2025. We encourage you to apply as soon as possible; this advert could be close before the stated deadline if we receive a high volume of applications. At Bang & Olufsen, we hire based on merit and welcome applicants from all backgrounds. Please focus your application on your skills, experience, and qualifications and refrain from including personal information such as photographs. We’re committed to a diverse, inclusive workplace where everyone can thrive, so if you see potential in yourself, even without meeting every requirement, we encourage you to apply. If you want to know more about the position, you are welcome to contact our Country Service Manager, Lauren Vaughn on [email protected]. Please do not send your CV and application to this e-mail directly as these will not be taken into consideration. Read more about our recruitment process and explore your career opportunities within Bang & Olufsen here .

Requirements

Formal education/training in a technical discipline (electronics, IT, AV) or equivalent hands-on experience.
Strong troubleshooting across connected AV products, IT-based systems, and computer networks.
Solid grasp of network infrastructures (wired/wireless, routers, switches, IP device comms).
Experience supporting complex, integrated systems (AV + network + control).
Ability to quickly learn premium product ecosystems; B&O familiarity preferred but not required.
Experience using CRM/ticketing/case-management tools for diagnostics and outcomes.
Languages: English required; Spanish an advantage.
Customer-focused, calm, and professional communicator.
Positive, open, and solution-oriented.
Persistent and methodical in resolving complex issues.
Self-motivated with strong ownership and follow-through.
Collaborative across departments.

Nice To Haves

Hands-on repair/testing/refurbishment of electronic products (strong advantage).

Responsibilities

Provide first-line technical support on Bang & Olufsen products and complete system installations via phone and email to B2B partners.
Diagnose and resolve product malfunctions, configuration issues, and IT/network-related glitches remotely.
Support service technicians during repair and troubleshooting when required, ensuring smooth case handover.
Escalate unresolved cases to Field Service, Development, or Engineering with complete, accurate documentation (diagnostics, steps taken, escalation rationale).
Log and maintain accurate incident records in RightNow per KPI requirements.
Track cases to resolution, ensuring timely follow-up and closure.
Identify recurring issues or trends and flag for investigation.
Report failure patterns and technical anomalies to Development.
Contribute data and analysis for in-depth investigations.
Improve troubleshooting documentation, best practices, and internal knowledge sharing.

Benefits

At Bang & Olufsen, you’ll join a design-led, innovative brand where empowerment and authenticity fuel great experiences.
Expect a collaborative environment, opportunities to learn and grow, and the chance to support products that blend magical sound with timeless design.
You will be part of a small, close-knit team—including Field Service Technical Specialists, audio-visual installers, and the Country Service Manager—working closely together and helping each other solve complex technical challenges.
Competitive salary and benefits package.

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