Manager, Customer Support (Hybrid)

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)

Manager, Customer Support

Purpose of role: Responsible for direct management of Customer Support team within the Customer Support Organization. 

Responsibilities:

• 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

More about you:

• 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

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: $85,000-$122,000 (compensation range depends on years of experience and location). This role is also 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.