Audiology Technical Support Specialist

10:30 - 7:00pm CST

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 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 and 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

Education and Skillset:

• 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

A 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 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: $30-39 an hour. This role is also bonus eligible.