PCR Audiological Specialist ONSITE 8am - 4:30pm

PCR Audiological Specialist

Purpose of role: The PCR Audiological Specialist will act as a liaison between our Customer Support Department at AODC and the customer to address Audiological based inquiries, concerns, and needs 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 role works closely with the Order Entry Specialist, Customer Support Specialist, Sales, and Finance.

This position will be based out of Aurora, Illinois

Main Tasks and Responsibilities:

• Provide Hearing Healthcare Professionals (HCPs) with hearing instrument and FM fitting recommendations
• 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)
• Efficiently manage and resolve incoming queue calls and all subsequent inquiries and tasks stemming from these calls
• Conduct follow-up communication with customers regarding HA orders and repairs
• Collaborate with internal sources for assistance or exception requests
• Maintain confidentiality of patient health information and adhere to HIPAA guidelines
• Work with a sense of advocacy and urgency to ensure customers’ orders are processed in a timely manner
• Ability to consistently meet performance goals and KPIs established for the position
• Assist in projects associated with AODC Customer Support
• Other duties as assigned by leadership

Education and Skillset:

• Master’s Degree, Au.D. degree in Audiology or Hearing Instrument Dispenser’s License required
• 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 experience3+ years of consumer marketing experience; experience in media buying/planning a plus
• Driven, self-motivated, and results oriented
• Strong organizational and time management
• Excellent problem resolution
• Strong attention to detail
• Passionate about serving customers
• Excellent verbal and written communication skills
• Strong desire to provide superior customer support
• Problem analysis and resolution skills
• Ability to prioritize and multi-task
• Strong data entry skills
• Strong proficiency with computer, Microsoft Applications, and web interface
• Manufacturer programming software knowledge
• 2 years SAP experience a plus
• Salesforce.com experience a plus

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 wholesale.HR@Sonova.com

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.

This role's pay range is between:  $37.00 – $40.00 an hour. This role is also bonus eligible.

How we work

At Sonova we value our employees and prioritize their well-being. We believe people do their best and most innovative work in an inclusive environment that provides opportunities for engagement and collaboration across teams while offering flexibility in how work gets done. We designed our work model team by team, empowering teams to customize a working environment that balances individual team needs with business outcomes. By offering work options, we foster more flexible and individualized time management, contribute to a healthy work-life integration, increase employee satisfaction, build meaningful partnerships at work, and calibrate productivity to acknowledge you have a life outside of work. Sonova has chosen a HYBRID WORK MODEL- Customized by team that keeps our employees motivated and engaged.