SERVICE MANAGER

Quantum Research International Inc•Huntsville, AL

32d

About The Position

Hear Technologies, a division of Quantum Technologies, Inc., designs and manufactures professional audio equipment in Huntsville, Alabama. Our products serve recording studios, broadcast facilities, houses of worship, and live performance venues worldwide. We are a small, hands-on team where every role makes a direct impact on the quality of what we ship and the experience our customers have. Mission: The Service Manager leads the company’s product service and repair function, ensuring electronic products are diagnosed, repaired, and returned in accordance with company quality standards. This role combines hands-on technical troubleshooting with oversight of service workflows, RMA processes, and repair documentation. Working closely with customer support and manufacturing teams, the Service Manager helps maintain product reliability while delivering responsive technical support to customers, dealers, and distributors.

Requirements

Associate’s degree or technical diploma in Electronics Technology, Electrical Engineering Technology, or a related field, or equivalent hands-on experience.
3+ years of experience in electronics repair, service, or manufacturing with component-level troubleshooting.
Proficiency in through-hole and surface-mount (SMT/SMD) soldering, including use of rework and hot-air tools.
Ability to read and interpret electronic schematics, PCB layouts, and technical documentation.
Working knowledge of analog and digital circuit fundamentals and experience using diagnostic equipment such as oscilloscopes, multimeters, and signal generators.
Strong organizational and communication skills, with the ability to manage multiple service cases and explain technical issues to both technical and non-technical audiences.
Comfortable working in a small-team environment and familiar with ERP, inventory, or RMA tracking systems.

Nice To Haves

Experience working in the professional audio, broadcast, or AV industry, particularly with analog and digital audio signal chains.
Hands-on experience with professional audio equipment such as mixers, headphone amplifiers, or audio interfaces.
Familiarity with embedded systems troubleshooting, including firmware flashing, serial debugging, or JTAG tools.
Experience in a manufacturing or high-volume electronics service environment.
Experience developing or maintaining technical service documentation or knowledge bases.
Familiarity with CRM, service tracking, or diagnostic software tools.

Responsibilities

Diagnose and repair analog and digital electronic products at the component level, including PCBs, power supplies, and audio signal paths.
Perform precision through-hole and surface-mount soldering and rework using standard bench tools and hot-air equipment.
Interpret schematics, PCB layouts, and technical documentation to isolate faults and validate repair solutions.
Use diagnostic equipment such as oscilloscopes, multimeters, and signal generators to verify system performance and confirm successful repairs.
Manage the return merchandise authorization (RMA) process from intake through repair, tracking, and final shipment.
Maintain accurate service records including repair history, warranty status, and parts usage.
Monitor service turnaround times and prioritize repairs to ensure efficient workflow and timely customer support.
Serve as a technical point of contact for customers, dealers, and distributors experiencing product issues.
Provide remote troubleshooting assistance and determine when products should be returned for service.
Communicate repair status, timelines, and resolutions clearly to customers and partners.
Support production teams with product testing and quality verification during manufacturing builds.
Identify recurring product issues and collaborate with engineering or production teams to improve reliability.
Assist with production support, product rework, and service part inventory as operational needs arise.