Technical Support Rep II

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, we – through our core business brands Phonak, Unitron, Hansaton, Advanced Bionics, and AudioNova – develop, manufacture and distribute solutions that push the limits of technology and redefine the future of our industry.

The Way We Work

At Sonova we value our employees and prioritize their wellbeing. We believe people do their best and most innovative work in an inclusive environment that provides opportunities for engagement and collaboration across the business while offering flexibility for individuals in how they get the work done. Each team designed their optimal work model, customizing a working environment that balances team, business and individual needs to ensure successful business outcomes. By offering working options, we support more flexible and individualized time management opportunities, contribute to a healthy work-life integration, increase employee engagement, allow for the building of meaningful working partnerships, and optimize productivity, acknowledging you have a life outside of work. Sonova has chosen a HYBRID WORK MODEL, customized by team, that keeps our employees supported, motivated and engaged.

Sonova Values

At Sonova, we come to work every day knowing that continuous innovation across all disciplines, our shared engagement as a team and our responsible approach to all things we do, brings the delight of hearing to millions of people: to hear better, to listen to music, to communicate effortlessly with friends and loved ones, and to fully enjoy life with all its great variety of sounds. In doing so, our shared core values reflect the corporate culture that defines and unites us as a company across all brands and regions.

1. We Care -- We care for our employees, customers and consumers, as well as our shareholders and society.
2. We drive innovation -- We courageously pioneer new ideas and approaches to come up with impactful innovations, to delight customers and consumers.
3. We strive for excellence -- We act with agility. We aim to excel. We are continuously working on improving products, services, processes and skills, to realize growth.
4. We take accountability -- We deliver on our commitments. We take accountability to provide outcomes in agreed quality and time, always acting with integrity.
5. We build the best teams -- We team up. We grow talent. We collaborate with people of diverse backgrounds to win with the best team in the market place.

Audiology Tech Support II

The Technical Support Audiologist (TS II) 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

Our Offer to you: 

Health Benefits & 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
• Short/Long-Term Disability coverage (STD/LTD)
  • STD LTD Buy-ups available
• Accident/Hospital Indemnity coverage
• Legal/ID Theft Assistance
• PTO & paid holidays*
• Employee Assistance Program

 *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: $64,000-$78,700. This role is also bonus eligible. 

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. Furthermore, Sonova will never ask for financial information of any kind or for payment of money during the job application process. We do not require any financial, credit card or bank account information and/or any payment of any kind to be considered for employment. If you are being asked to pay for equipment fees or some other deposit or application processing fee, even if claimed you will be reimbursed, you are not interacting with Sonova. These requests are fraudulent, and you are strongly advised to exercise caution when you receive such an offer of employment. If you are interviewed for or offered a job without speaking with someone or requested to provide financial information during the interview process, please contact wholesale.HR@Sonova.com.