United States onlyAurora, IL | United States
Hybrid
Monday through Thursday 10:30 am – 7:00 pm and Friday 10:00 am – 6:30 pm CST
Audiology Technical Support Specialist
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.
The Technical Support Audiologist will be primarily responsible for effectively responding to all customer inquiries, concerns, and needs in a timely, friendly, supportive, accurate, and professional manner 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.
More about the role:
- Responsible for providing fitting recommendations and troubleshooting with a focus on being proactive in identifying the customer’s next need before they do.
- Ability to successfully demonstrate exceptional critical thinking and troubleshooting skills are a must to be successful in this role
- A 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 concerns.
- A positive, energetic, stress-resistant attitude is necessary to successfully support hearing healthcare providers for an average of 40+ inbound calls/day.
- Support the hearing healthcare professional regardless of channel in successfully selecting, fitting, and troubleshooting supported products, ensuring exceptional patient benefit and success.
- Support our internal/external colleagues by documenting customer contacts.
- Identify and execute opportunities to enhance technical and troubleshooting resources acumen and relationships.
- Continue to develop professionally by demonstrating a desire to learn and grow within the organization.
- Demonstrate flexibility and out-of-the-box thinking, and endeavor with every customer contact to secure our position as the provider of choice.
- Other duties as assigned by your manager.
More about you:
- AuD in Audiology preferred, master’s degree considered
- 4-5 years Clinical Dispensing experience, preferably in multiple dispensing environments and preferably with both pediatric and adult populations
- Familiarity 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 fittings
- Highly technical and organized
- Able to work independently
- Already involved in multiple aspects of the business and support materials
- Subject Matter Expertise, preferably in multiple areas
- Ability to maintain Confidentiality
- Demonstrates informal leadership currently and/or has pursued developmental opportunities in leadership
- Ability to multi-task in a fast-paced environment
- Excellent verbal and written communication skills
- Commitment to an exceptional Customer Experience
- Quality, Accuracy, and Productivity Focus
- Comfort 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 requirements
- The ideal candidate has flexibility with hours and could work any shift during service center hours
Don't meet all the criteria? If you’re willing to go all in and learn we'd love to hear from you!
A minimum of 200Mb/sec download and 10Mb/sec upload speed internet connectivity is required to support any remote/hybrid employee functionality at Sonova
We are looking forward to receiving your application via our online job application platform. For this position only direct applications will be considered. Sonova does not recruit via app, telegram, carrier pigeon or any other format that does not include speaking with an actual human. If you are offered a job without speaking with someone please contact [email protected]
What we offer:
- 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, 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.
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 64K and 83K. This role is also commission-eligible/bonus-eligible.
How we work:
At Sonova, we prioritize the well-being of our employees and foster an inclusive environment that promotes engagement and collaboration. Our team-customized hybrid work model empowers teams to balance individual needs with business goals, offering flexibility and individualized time management. We recognize the importance of life outside of work and strive to create a supportive and motivating workplace where innovation thrives.
Sonova USA Inc.
750 N. Commons Dr. Suite 200
Poland only
