Job opportunities in US
AlphaTheta Music Americas, Inc. is looking for a Service Manager to join our team based in Torrance, California. You should have 5+ years of experience working as a manager or lead in Technical or Customer Support (DJ hardware & software experience is a plus), and possess excellent customer service, analysis, and problem-solving skills. Managing our Service team, you will lead Customer Support for US & Latin America, provide support to our Authorized Service Centers, and help develop, implement, and manage Parts Ordering for the Pan American market.
- Oversee and manage internal technical & customer support team and service parts procurement
- Monitor and control costs
- Review monthly quality and KPI reports
- Oversee Call Center, change, improve service and be the main service escalation contact.
- Participate in the management of Authorized Service Centers
- Service Planning, process improvement, and contributing to overall service performance
- Develop strategies and processes to support a possible expansion of the warranty program
- Communicate and strive for alignment with our global team and global projects such as the development and maintenance of platforms to meet all local and global requirements
- Participate in the implementation and management of parts order processing
- Knowledgeable and passionate about customer service
- 5+ years of customer support leadership required
- Well versed with after-sales support / interactions (5+ years)
- Strong technology skills (Apple & PC, Office 365, customer service software such as Zendesk, etc.)
- Analytical skills and attention to detail
- Self-starter who can manage multiple priorities in a fast-paced environment
- Exceptional ability to work collaboratively to get things done
Think you’ve got what it takes? Send in your resume along with a cover letter detailing your earliest possible start date and your interests and passion for the industry to firstname.lastname@example.org
AlphaTheta Music Americas, Inc., formerly Pioneer DJ Americas, Inc. has been at the forefront of DJ technology for over 25 years, producing hardware and software for the whole DJ community – from aspiring beat matchers to global icons.
Job opportunities in UK
Technical product specialist
Full time, Permanent
- Technical specialist for all products in the EMEA region.
- Assist in answering of complex technical queries from end-users and Authorised Service Centres (ASCs).
- Production of technical bulletins to be added to the Pioneer DJ service website.
- Provide technical training to the ASC network to ensure they have sufficient knowledge to provide repair services to specified levels.
- Support the training of T1 and T2 support agents in how to solve technical problems.
- Assist where possible to improve the overall technical knowledge within Pioneer DJ.
Return goods process
- Booking of returned goods from customers and ensuring reasons are in line with customer reasons.
- Responsible for the functional testing of customer returns.
- Classification of returned goods ensuring the smallest loss on the value of stock.
- Repair and recycle defective products to reduce the loss from destroy products.
- Responsible for managing recycled and fast-moving parts are despatched on a timely basis.
- Ensure there is no holding of dead stock in relation to parts.
Your skills & qualifications
- Experienced in the workings of a European service network
- Proven experience in electronic engineering support
- Demonstrable track record of problem solving and process implementation
- Works on own initiative, being very organised and having the ability to multi-task
- Pro-active; making improvements and unafraid to challenge
- Excellent communication skills
- Team player who is willing to get involved in resolving issues where required
One Through Music
One of our core values is the promotion of inclusivity and valuing diversity by encouraging Respect, Humility and Trust. We seek to ensure that the work environment for our employees is supportive, and one where individual respect is shown to all. All members of the ATE team, regardless of their age, (dis)ability, gender reassignment, marriage or civil partnership, pregnancy or maternity, race, ethnic background, culture, sexual orientation, religion or belief, sex, socio-economic status or any other factor, will be supported and encouraged to perform to their potential.
How to apply
To apply for this position please email your CV and covering letter to email@example.com. We will contact applicants that are successful in moving to the interview stage, if you don’t hear from us, unfortunately your application was not successful this time.
Please note that applications submitted via firstname.lastname@example.org are managed by a third party recruitment company working on behalf of Pioneer DJ Europe.
Job applicant privacy notice
AlphaTheta EMEA Limited (formerly Pioneer DJ Europe Limited) (“PDJ”) collect and process personal data relating to job applicants as part of our recruitment process. We are committed to being transparent about how we collect and use that data and to meeting our data protection obligations
What information do we collect and how?
This notice sets out the basis on which we collect, use and disclose the personal data of our job applicants, as well as your rights in respect of such personal data. PDJ collect a range of information about you; which includes:
- your name, address and contact details, including email address and telephone number
- details of your qualifications, skills, experience and employment history;
- information from interviews and phone-screenings you may have;
- information about your current level of remuneration, including benefit entitlements;
- information about your entitlement to work in the UK; and
- equal opportunities monitoring information, including information about your ethnic origin, sexual orientation, health and religion or belief.
We may collect this information in a variety of ways. For example, data might be contained in application forms or CVs (including when these are sent to us as part of speculative applications or queries), obtained from your passport or other identity documents, or collected through interviews or other methods of assessment. We may also collect personal data about you from third parties, such as references supplied by former employers. We will seek information from third parties only once a job offer has been made to you.
Data will be stored in a range of different places, including on your application record, in our HR management systems and our email system.
Why do we process personal data?
We collect and process your data for a number of purposes and where we have a legal basis to do so, as follows:
- PDJ has a legitimate interest in processing personal data during the recruitment process and for keeping records of the process. Processing data from job applicants allows us to manage the recruitment process, assess and confirm a candidate’s suitability for employment and decide to whom to offer a job. We may also need to process data from job applicants to respond to and defend against legal claims.
- In some cases, we need to process data to ensure that we are complying with our legal obligations. For example, we are required to check a successful applicant’s eligibility to work in the UK before employment starts.
- PDJ may process information about whether or not applicants are disabled so we can make reasonable adjustments for candidates who have a disability. Where we process other special categories of data, such as information about ethnic origin, sexual orientation, health or religion or belief, this is for equal opportunities monitoring purposes. Our processing of these types of data will be carried out to ensure you or us can meet our obligations or exercise our rights under law related to employment or (only where applicable) to enable us to establish, exercise or defend legal claims.
We will not use your data for any purpose other than the recruitment process of which you are a part.
Who has access to data?
Your information may be shared internally within PDJ for the purposes of the recruitment process. This includes members of the HR team, interviewers involved in the recruitment process, and managers in the business area with a vacancy.
We will not share your data with third parties, unless your application for employment is successful and an offer of employment is made. We will then share your data with former employers in order to obtain references. We may also share your data with our group companies, for business performance and other types of monitoring and management purposes and, if you are applying for a senior management position with us, we may share your data with our investors. In addition, we may need to share your personal information with a regulator or otherwise to comply with the law.
How does we protect data?
PDJ takes the security of your data seriously. We have internal policies and controls in place to ensure that your data is not lost, accidentally destroyed, misused or disclosed, and is not accessed except by our personnel in the proper performance of their duties.
For how long does PDJ keep data?
If your application for employment is unsuccessful (including when you have speculatively applied to us in respect of a role which is not available), we will hold your data on file for 6 months. At the end of that period, your data is deleted or destroyed (unless we need to retain it for longer to exercise or defend any legal claims).
If your application for employment is successful, personal data gathered during the recruitment process will be transferred to your personnel file and retained during your employment. The periods for which employee data is held in the Employee privacy notice.
As a data subject, you have a number of rights under data protection law where you can:
- access and obtain a copy of your data on request;
- require PDJ to change incorrect or incomplete data;
- require PDJ to delete or stop processing your data, for example where the data is no longer necessary for the purposes of processing;
- object to the processing of your data where PDJ is relying on its legitimate interests as the legal ground for processing; or
- ask us to transfer your data to another organisation
If you would like to exercise any of these rights or if you have any questions about this notice or our processing of your data more generally, please contact email@example.com
If you believe that we have not complied with your data protection rights, you can complain to the Information Commissioner’s Office (https://ico.org.uk/).
What if you do not provide personal data?
You are under no statutory or contractual obligation to provide data to PDJ during the recruitment process. However, if you do not provide the information, we may not be able to process your application.