Upholding the company values is extremely important to Sonova, we take the health and safety of our employees, patients, customers and their families very seriously. To that end, we have concluded that the best way to ensure the safety of these individuals is to mandate that all of our newly-hired employees be fully vaccinated for COVID-19. Therefore, when considering whether to apply for this position, please know that in order to become employed by Sonova (if otherwise eligible), you must provide satisfactory proof, such as a vaccine card or other documentation, that you are fully vaccinated for COVID-19. You will not be required to provide this proof unless and until you receive a formal job offer from Sonova. Please also know that Sonova will provide accommodations to qualified individuals who cannot receive the COVID-19 vaccination because of a sincerely held religious belief or due to a medical issue or pregnancy.
Phonak LLC is seeking a Technical Support Audiologist (TS II) to join the team supporting hearing healthcare professionals across the country in providing exceptional patient benefit using the robust portfolio of products.
This position will be based out of Aurora, however, candidates who meet the criteria and are remote will also be considered on a case-by-case basis.
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. Previous experience in clinical dispensing with Phonak products is required, preferably with experience in multiple clinical environments. The Audiologist will be 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.
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.
Business Objectives and Goals
Primary Objectives – Support the hearing healthcare professional regardless of channel in successfully selecting, fitting, and troubleshooting supported products, ensuring exceptional patient benefit and success.
Secondary Objectives – Support our internal and 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, and other duties as assigned by your Manager.
AuD in Audiology preferred, Master’s Degree considered
General Skills and Attributes
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
4-5 years+ Clinical Dispensing experience, preferably in multiple dispensing environments and preferably with both pediatric and adult populations
Demonstrated desire to learn and grow in the profession
Ability to multi-task in a fast-paced environment
Excellent verbal and written communication skills
Comfort with operating systems (ex. Outlook, Microsoft Office, CRM/ERP a plus)
Commitment to an exceptional Customer Experience
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
Quality, Accuracy, and Productivity Focus