Audiology Specialist - Customer Support | Hybrid | 10:30am - 7pm

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.

Aurora, IL | HYBRID | 10:30am to 7pm 

Audiology Specialist

The Audiology Specialist will act as a liaison between our Customer Support Department at AODC and the customer to address Audiological based inquiries, fitting recommendations, and troubleshooting in a timely, friendly and professional manner in order to increase customer experience with Sonova businesses. These communications can be related to new orders, repair, remakes, or general fit related questions. 

This position will be based out of Aurora, Illinois 

Responsibilities: 

• Maintain and develop strong relationships and rapport with existing customers 
• Provide Hearing Healthcare Professionals (HCPs) with hearing instrument and FM fitting recommendations, troubleshooting for Pediatric and Adult patients 
• Utilize Sonova custom modeling software (RSM) to support fit related questions from HCPs 
• Provide support in managing Salesforce cases 
• Consult with customers on orders requiring fit related clarifications across all product families (custom, SDS, BTE, RIC, etc) 
• Complete 40+ inbound calls (9 min AHT-7.0 hours Schedule Loyalty) per day from providers and/or consumers supporting Phonak and/or Unitron for all phone queues including Government Services and Roger/Pediatrics 
• Conduct follow-up communication with customers regarding HA orders and repairs 
• Maintain confidentiality of patient health information and adhere to HIPAA guidelines 
• Ability to consistently meet performance goals and KPIs established for the position 
• Other duties as assigned by leadership 

 More about you: 

• Master’s Degree, Au.D. degree in Audiology or Hearing Instrument Dispenser’s License 
• Strong Audiological skills, specifically related to ear anatomy and hearing instrument fitting and counseling 
• Prefer 3-year experience working with Sonova products 
• Minimum 2-year experience in a technical support B2B environment or relevant work experience 
• Driven, self-motivated, and results oriented 
• Strong organizational and time management 
• Excellent problem resolution 
• Strong attention to detail 
• Passionate about serving customers 

A minimum of 200Mb/sec download and 10Mb/sec upload speed internet connectivity is required to support any remote/hybrid employee functionality at Sonova

Don't meet all the criteria?  If you’re willing to go all in and learn we'd love to hear from you! 

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 mailto:wholesale.HR@sonova.com 

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 (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.

This role's pay range is between: $32 to $38 . 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.