Technical Support II
Warrenville, IL

Job Description

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 Warrenville, however, candidates who meet the criteria and are remote will also be considered on a case-by-case basis.

Responsibilities

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 60+ 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 Care 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 opportunities to enhance technical and troubleshooting resources and acumen, 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.

Qualifications/Skills

Education:

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

Clinical Dispensing experience, preferably in multiple dispensing environments

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

Quality Focus