Sr. Service Technician - Audio

Job description

Job Summary

We are looking for a skilled Service Technician to join our service team. The ideal candidate is highly experienced in diagnosing and repairing sound products speakers, headphones, and portable audio devices down to the component level and is equally comfortable supporting networked/smart audio systems (Wi-Fi, IP-connected speakers, network security settings). This role combines hands-on hardware engineering work with CRM-driven service tracking and on-call technical support responsibilities.

Key Responsibilities

Hardware Repair & Engineering

• Diagnose and repair sound products including speakers, headphones, and portable audio devices.
• Perform component-level repairs including battery, IO board, logic board, grill/cabinet, charging, and connectivity issues.
• Perform parts replacement and component-level repairs on speaker systems (e.g., Marshall speakers) including drivers, tweeters, woofers, crossovers, power supplies, and cabinet/enclosure hardware.
• Handle software/firmware troubleshooting and updates.
• Perform product testing, quality checks, and final verification after repair to confirm sound quality, safety, and performance standards.
• Maintain repair quality as per premium brand standards.

Networked Audio & Connectivity Support

• Provide technical support for Wi-Fi/IP-connected speakers and networked audio systems.
• Troubleshoot connectivity issues (Wi-Fi pairing, IP configuration, network dropouts, firmware/app connectivity problems).
• Configure and troubleshoot firewall settings and IP whitelisting to resolve network/connectivity-blockedissues on smart speakers.
• Guide customers or internal teams through setup, configuration, and troubleshooting of networked speaker systems.
• Escalate and document recurring or complex networking issues for further investigation.

On-Call Technical Support

• Be available for on-call technical support on a rotational basis to handle urgent customer or internal issues related to speaker hardware and network connectivity.
• Respond promptly to support requests, providing clear guidance either remotely or in person as required.
• Follow up to ensure issues are fully resolved and document resolutions for future reference.

Service Administration

• Update diagnosis, repair status, and service remarks in Zoho/Salesforce CRM systems.
• Maintain TAT (turnaround time) and ensure timely closure of service cases.
• Coordinate with internal teams for spare parts and escalations.

Required Skills & Qualifications

• Strong electronics troubleshooting knowledge, including PCB/logic board level diagnosis.
• Proven hands-on experience repairing audio/electronics equipment, particularly speaker systems (Marshall or similar brands preferred).
• Strong understanding of speaker components (drivers, crossovers, amplifiers, cabinets) and ability to perform parts replacement.
• Working knowledge of networking fundamentals as they apply to consumer audio devices (Wi-Fi, IP addressing, firewall/IP whitelisting, router/network troubleshooting).
• Familiarity with companion apps/firmware used to configure smart or networked speakers.
• Familiarity with Zoho, Salesforce, or similar service CRM tools.
• Comfortable using basic tools for soldering, disassembly/reassembly, and multimeter-based diagnostics.
• Strong troubleshooting and problem-solving skills.
• Good communication and reporting skills for explaining technical issues to non-technical customers and logging clear service remarks.
• Willingness to be part of an on-call rotation, including outside standard business hours.

Qualification

• ITI / Diploma / Electronics Engineering or a related technical field (or equivalent practical experience).

Preferred Qualifications

• Prior experience in an authorized service center for audio brands.
• Experience with networking certifications or home-network troubleshooting (Wi-Fi mesh systems, routers, firewalls, IoT devices) is a plus.

Working Conditions

• Primarily workshop/service-center based, with occasional on-site visits as needed.
• Requires participation in an on-call rotation to handle urgent support requests.