Who we are
In a life without sound, our work provides meaning. As a leading provider of innovative hearing care solutions, we are not just a company that makes products : we are a team on a mission to help people enjoy the delight of hearing. To enable a life without limitations, through our core business brands – Advanced Bionics, Audiological Care, Phonak, Sennheiser (under license) and Unitron – we develop, manufacture and distribute solutions that push the limits of technology and redefine the future of our industry.
M-TH 10 : 30am-7 : 00pm and F 10 : 00am-6 : 30pm CST | Remote
Audiology Technical Support Specialist
The Audiology Technical Support Specialist will be primarily responsible for effectively responding to all customer inquiries, concerns and needs in a timely, friendly, supportive, accurate and professional manner in order to increase customer commitment to fitting supported products.
Technical Support Audiologists are supported via the Training Team for new product and re-training needs, the Quality Team in reviewing calls to confirm we continue to provide an exceptional customer experience, colleagues in Production and Product Management to address product issues, Customer Success Leadership in developing career paths and HR in managing benefits, etc.
Our Offer to You :
- Improving the quality of life of millions of people suffering from hearing loss
- A challenging and motivating assignment as part of a dynamic team
- Modern mindset and processes, accommodating flexible working conditions
- Opportunities for further responsibilities and support for further training and development
- Sonova’s outstanding opportunities and career growth
Main Tasks and Responsibilities :
Responsible for providing fitting recommendations and troubleshooting with focus on being proactive in identifying the customer’s next need before they doAbility to successfully demonstrate exceptional critical thinking and troubleshooting skills are a must to be successful in this roleA passion for providing our hearing healthcare professional partners with superior customer service as well as technical information will ensure that the Technical Support Audiologist is consistently providing accurate information as well as follow-through in addressing outstanding concernsA positive, energetic, stress-resistant attitude is necessary to successfully support hearing healthcare providers for an average of 40 inbound calls / daySupport the hearing healthcare professional regardless of channel in successfully selecting, fitting, and troubleshooting supported products, ensuring exceptional patient benefit and successSupport our internal / external colleagues by documenting customer contactsIdentify and execute opportunities to enhance technical and troubleshooting resources and acumen and relationshipsContinue to develop professionally by demonstrating a desire to learn and grow within the organizationDemonstrate flexibility and out-of–the-box thinking, and endeavor with every customer contact to secure our position as the provider of choiceOther duties as assigned by your ManagerEducation and Skillset :
AuD in Audiology preferred, Master’s Degree considered4-5 years Clinical Dispensing experience, preferably in multiple dispensing environments and preferably with both pediatric and adult populationsFamiliarity with Phonak Product Portfolio and software(s)Excellent troubleshooting / problem-solving skills in a wide variety of areas including daily wear hearing aids, extended wear hearing aids, FM / Roger, wireless accessories, verification, and CROS fittingsHighly technical and organizedAble to work independentlyAlready involved in multiple aspects of the business and support materialsSubject Matter Expertise, preferably in multiple areasAbility to maintain ConfidentialityDemonstrates informal leadership currently and / or has pursued developmental opportunities in leadershipAbility to multi-task in a fast-paced environmentExcellent verbal and written communication skillsCommitment to an exceptional Customer ExperienceQuality, Accuracy, and Productivity FocusComfort with operating systems (ex. Outlook, Microsoft Office, CRM / ERP a plus)If remote candidate, must be able to demonstrate that internet provider options meet Phonak requirementsThe ideal candidate has flexibility with hours and could work any shift during service center hoursA minimum of 200Mb / sec download and 10Mb / sec upload speed internet connectivity is required to support any remote / hybrid employee functionality at Sonova
Health Benefits and Perks :
Medical, dental and vision coverageHealth Savings, Health Reimbursement, Flexible Spending / Dependent Care AccountsTeleHealth options401k plan with company matchCompany paid life / ad&d insuranceAdditional supplemental life / ad&d coverage available
Company paid Short / Long-Term Disability coverage (STD / LTD)STD LTD Buy-ups available
Accident / Hospital Indemnity coverageLegal / ID Theft AssistancePTO, floating Diversity Day, & paid holidaysPaid parental bonding leaveEmployee Assistance Program (24 / 7 mental health support hotline, 5 company paid counseling sessions and more)Robust Internal Career Growth opportunitiesTuition reimbursementHearing aid discount for employees and familyInternal social recognition platformD&I focused : D&I council and employee resource groupsPlan rules / offerings dependent upon group Company / location.If the applicant selected for this role resides in CA, CO, NY or WA we adhere to the pay transparency required in those states. This role's pay range is between : $30-39 an hour. This role is also bonus eligible.
Salary : $30 - $39
