[Hiring] Senior Recipient Support Specialist @Sonova AG

Role Description

We're seeking an experienced Senior Recipient Support Specialist to serve as a subject matter expert in cochlear implant support, helping recipients maximize the benefits of their Advanced Bionics technology while delivering an outstanding customer experience.

• Provide expert technical and clinical support to Advanced Bionics cochlear implant recipients through phone, video, chat, email, text, Microsoft Teams, and Zoom.
• Troubleshoot cochlear implant devices, accessories, Bluetooth connectivity, consumer applications, and online portals.
• Guide newly implanted recipients through product orientation, rehabilitation resources, device setup, and ongoing product education.
• Partner closely with Customer Service, Clinical Specialists, Audiologists, and Field Teams to ensure exceptional recipient outcomes.
• Assist recipients with myABOnline and other digital consumer platforms.
• Assess recipient satisfaction and identify opportunities for equipment upgrades, accessories, service contracts, or second-side implantation discussions.
• Document recipient interactions and communicate recommendations with clinical teams when appropriate.
• Maintain exceptional recipient satisfaction while meeting key performance indicators (KPIs) related to service quality and responsiveness.
• Serve as the first point of escalation for complex recipient questions and technical issues.
• Train, coach, and mentor new Recipient Support Specialists.
• Lead KPI reporting and contribute during team performance meetings.
• Support continuous process improvements and additional projects as assigned.

Qualifications

• Bachelor's degree or higher.
• Minimum 5 years of direct clinical cochlear implant experience, including troubleshooting and programming.
• Extensive knowledge of Advanced Bionics products and troubleshooting resources.
• Strong organizational and prioritization skills.
• Outstanding written, verbal, and presentation skills.
• Ability to build trusted relationships while delivering exceptional customer experiences.
• Strong computer proficiency including Microsoft Office and Salesforce.
• Fluent in English.

Requirements

• 5+ years of cochlear implant industry, manufacturer, or sales experience (preferred).
• Previous leadership, mentoring, or coaching experience (preferred).
• Knowledge of legacy cochlear implant devices and troubleshooting (preferred).
• Spanish and/or French language proficiency (preferred).
• Master's or Doctoral degree in a related clinical field (preferred).

Benefits

• Opportunity to work alongside passionate professionals dedicated to improving lives through groundbreaking hearing technology.
• Support recipients during life-changing moments and mentor fellow team members.
• Influence the future of recipient care while working with one of the industry's most innovative cochlear implant manufacturers.

Compensation

Salary Range: $91,200 – $114,000