Location
Aurora, IL | United States
Job description
Full job description
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 lives through your work, this is the place for you.
Join Sonova. Create sense.
Aurora (IL), United States
Audiology Tech Support 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, 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
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.
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
Inside Sales and Clinical Support Training Specialist
Purpose of role: Inside Sales and Clinical Support Training Specialist is responsible for strategically planning and executing effective and results-driven inside sales training. The role is also responsible for virtual clinical trainings and in-house training for audiology technical support.
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:
- Assesses scope of inside sales training needs for new product, process, methodology, and system rollouts, creating schedules for development, delivery, and methods for evaluation
- Designs and develops programs for learning experiences ranging from New Hire/New Role transition training to ongoing learning for new products, processes, and technology
- Develops instructional strategies, course materials, assessment techniques, and appropriate integration of instructional technologies and best practices for all learning events
- Coordinates the use of multimedia technology and authoring tools to support the online learning environment through training and implementation, and promotes the expanded use of Course Management Software tools
- Researches and makes recommendations on sales methodology, best practices, and instructional solutions to support the inside sales and clinical trainer
- Serve as liaison between in-field clinical trainers and audiology department for clinical support and standardization of Customer Success training experience
- Work closely with Audiology, Software, and Consumer Technical Support to create, update, and archive obsolete documents for Knowledge for Phonak, Unitron, and Sennheiser. In addition, as Knowledge Coordinator, work closely with Marketing to ensure all launch documents are received and published
- Develop recorded training materials to be used by team members engaged in customer facing phone support and develop and maintain related self-guided training materials
- Work closely with Marketing to answer questions that arise from Audiology Technical Support and test scenarios as needed. Attend sQAT and other meetings as needed
- Collect and communicate troubleshooting trends to managers for daily management meetings
- Assist with the onboarding and development of Customer Support, Technical Support (Audiology, Software, Consumer) and Inside Sales
- Participate in various Customer Success activities as required by the organization
- All other duties as assigned
Education and Skillset:
- Advanced audiology degree including AuD, Hearing Instrument Specialist or PhD
- 2+ years of experience conducting training/OJT, coaching, and/or mentoring
- 3+ years of experience inside sales training or virtual sales training.
- 2+ years of experience in the audiology or medical devices industry
- 1+ years of experience carrying a bag (preferably in an inside sales role)
- 1+ years of experience in process improvement
- Working knowledge of Operations processes and Customer Service experience a plus
- Strong analytical and interpersonal experience
- Selling methodology skills
- Classroom management/facilitation experience
- Act as a positive and dynamic role model for Customer Service Staff
- Ability to adapt tone and style for different audiences and to simplify messaging when necessary
- Excellent verbal, written, and presentation skills
- Proficient with Microsoft Applications, including Excel, Outlook, Teams, Word, and PowerPoint
- Experience with Salesforce and SAP
- Training / Education certifications a plus
A minimum of 200Mb/sec download and 10Mb/sec upload speed internet connectivity is required to support any remote/hybrid employee functionality at Sonova
Don't meet all the criteria? If you’re willing to go all in and learn we'd love to hear from you!
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. If you are offered a job without speaking with someone please contact [email protected]
Health Benefits and 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
- Company paid Short/Long-Term Disability coverage (STD/LTD)
- STD LTD Buy-ups available
- Accident/Hospital Indemnity coverage
- Legal/ID Theft Assistance
- PTO, floating Diversity Day, & paid holidays*
- Paid parental bonding leave
- Employee Assistance Program (24/7 mental health support hotline, 5 company paid counseling sessions and more)
- Robust Internal Career Growth opportunities
- Tuition reimbursement
- Hearing aid discount for employees and family
- Internal social recognition platform
- D&I focused: D&I council and employee resource groups
- Plan rules/offerings dependent upon group Company/location.
Sonova is an equal opportunity employer
We team up. We grow talent. We collaborate with people of diverse backgrounds to win with the best team in the market place. We guarantee every person equal treatment in regard to employment and opportunity for employment, regardless of a candidate’s ethnic or national origin, religion, sexual orientation or marital status, gender, genetic identity, age, disability or any other legally protected status.
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