What are the responsibilities and job description for the Manager Customer Support position at Sonova?
Who we are
You enjoy creating and innovating. You never stop striving for better. You take responsibility and you get results. You love being part of a team. Above all, you want your work to matter: Welcome to our world! At Sonova we create sense by bringing sound to life. Our innovative hearing care solutions help millions of people enjoy life’s unforgettable moments.
We offer exceptional career opportunities through market-leading brands from consumer to medical, products and services that keep pushing hearing care forward, and a culture where you can quickly belong and perform at your best.
If you want the freedom to explore, opportunities to grow, and make positive change on people lives through your work, this is the place for you.
Join Sonova. Create sense.
Manager Customer Support
- Accountable for leading Customer Support; ensuring timely and accurate resolution of customer inquiries and concerns
- Identify opportunities and execute change to develop a consistent, scalable, service model which is a sustainable completive advantage for Phonak
- Act as a resource to sales, training, workforce/quality management
- Explore opportunities to improve capacity, utilization, and drive superior Customer Support. Offer innovative solutions to issues that impact our employees and customers
- Improve performance by raising efficiency and exploring new technology and process improvements
- Prepare reports and analyze call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction
- Organize staff to support workforce management, customer call patterns and new product introduction. Delegation of work responsibilities
- Collaborate and support Trainers to ensure team members are thoroughly trained, up-to-date and knowledgeable on all Phonak products, software, services and competition.
- Work with Product Management
- Handle escalated and complex customer inquiries/concerns
- Manage, motivate, engage, and develop Service Team
- Responsible for recruiting and hiring of new personnel
- Collaborate with Customer Support management team to develop meaningful and actionable metrics enabling a continuous improvement environment
- High School diploma or equivalent work experience, Bachelor’s Degree preferred
- Minimum 2 year of management experience
- Minimum 5 years’ experience in a Customer Support environment or relevant work experience
- 2 years of SAP or another ERP required, Sales Force.com experience a plus
- Proven ability to manage and motivate employees
- Passionate about servicing customers
- Previous experience with Work Force Management system
- Demonstrated ability to adjust priorities and mange time in a fast paced environment
- Medical, dental and vision coverage*
- Health Savings, Health Reimbursement, Flexible Spending/Dependent Care Accounts
- TeleHealth options
- 401k plan with company match*
- Company paid life/ad&d insurance
- Additional supplemental life/ad&d coverage available
- Company paid Short/Long-Term Disability coverage (STD/LTD)
- STD LTD Buy-ups available
- Accident/Hospital Indemnity coverage
- Legal/ID Theft Assistance
- PTO (or sick and vacation time), floating Diversity Day, & paid holidays*
- Paid parental bonding leave
- Employee Assistance Program (24/7 mental health support hotline, 5 company paid counseling sessions and more)
- Robust Internal Career Growth opportunities
- Tuition reimbursement
- Hearing aid discount for employees and family
- Internal social recognition platform
- D&I focused: D&I council and employee resource groups
- Plan rules/offerings dependent upon group Company/location.
Sonova is an equal opportunity employer.
We team up. We grow talent. We collaborate with people of diverse backgrounds to win with the best team in the market place. We guarantee every person equal treatment in regard to employment and opportunity for employment, regardless of a candidate’s ethnic or national origin, religion, sexual orientation or marital status, gender, genetic identity, age, disability or any other legally protected status.
Salary : $85,000 - $122,000
