Who we are
You enjoy creating and innovating. You never stop striving for better. You take responsibility and you get results. You love being part of a team. Above all, you want your work to matter: Welcome to our world! At Sonova we create sense by bringing sound to life. Our innovative hearing care solutions help millions of people enjoy life’s unforgettable moments.
We offer exceptional career opportunities through market-leading brands from consumer to medical, products and services that keep pushing hearing care forward, and a culture where you can quickly belong and perform at your best.
If you want the freedom to explore, opportunities to grow, and make positive change on people’s lives through your work, this is the place for you.
Join Sonova. Create sense.
Remote, United States
Supervisor, Technical Support
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, Connect Hearing, and Advanced Bionics – develop, manufacture and distribute solutions that push the limits of technology and redefine the future of our industry. Our talented and committed employees all over the world know they contribute to something greater than themselves – they create sense.
The Way 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.
Sonova Values
- We Care
- We care for our employees, customers and consumers, as well as our shareholders and society.
- We drive innovation
- We courageously pioneer new ideas and approaches to come up with impactful innovations, to delight customers and consumers.
- 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.
- We take accountability
- We deliver on our commitments. We take accountability to provide outcomes in agreed quality and time, always acting with integrity.
- 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.
Aurora, IL
Supervisor, Technical Support
Purpose of role: Responsible for effectively leading a Team of Audiologists, Hearing Instrument Specialists, Software Support and Technical Support Representatives.
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
- A company that values diversity and inclusion
- Sonova’s outstanding opportunities and career growth
Main Tasks and Responsibilities:
- Responsible for supervising ATS/SS/SHS TS Representatives
- Assist with recruiting, onboarding and mentoring
- Work with Audiology Product and Training Manager to ensure compliance
- Facilitate Daily Management Huddles
- Assist with Monthly/Quarterly Report Out
- Player-Coach – complete 20+ inbound calls from providers and/or consumers supporting Phonak and Unitron
- Proxy for meeting and/or attend meetings
- Collaborate with other departments on product improvements
- Reporting and follow-up as required to cross functional teams
- Handling HCP and Consumer escalated customer issues/concerns
- Assist with call auditing for Accuracy and Quality
- Assist with SME program
- Participates in special projects
- DOA Manager Approvals
- Maintain and develop strong relationships and rapport with customers
- Follows up with customers to ensure high quality customer service is being met
- Coverage for Managers for early/late shift as needed
- Comply with all local, State and federal laws and requirements
- Comply with internal policies and procedures for documenting customer interactions in CRM system on a daily basis
- Other duties as assigned
Education and Skillset:
- Master’s Degree in Audiology, AuD preferred
- 5+ years’ experience in recommending, fitting and troubleshooting hearing aids, accessories, and apps
- Experience with Sonova products
- Experience in pediatrics, VA and / or Costco
- Prior experience in the medical device industry
- Experienced with B2C & B2B
- Experience in being a Team Lead or equivalent is preferred
- Experience with creating and giving professional presentations and trainings preferred
- Team leadership experience in a clinical or business setting
- Proven ability to solve problems, proactively and independently able to analyze and evaluate situations and recommend courses of action
- Provides information in a useable form and in a timely basis to others who need to act on it
- Strong ability to manage a wide
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