Audiology and Customer Support Training Manager | Aurora, IL | HYBRID

2 months ago

Aurora, United States Sonova AG Full time

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, through our core business brands – Advanced Bionics, Audiological Care, Phonak, Sennheiser (under license) and Unitron – we develop, manufacture and distribute solutions that push the limits of technology and redefine the future of our industry. 

 

Aurora, IL | HYBRID 

 

Audiology & Customer Success Training Manager 

 

Phonak LLC is seeking an Audiology and Customer Success Training Manager. This role will oversee the development, implementation, and management of comprehensive training programs for both customer support staff and technical support staff. This role combines expertise in customer support and audiology to ensure that all team members are proficient in delivering high-quality service and support. The ideal candidate will have a strong background in training, excellent communication skills, and a deep understanding of both customer service principles and audiology practices. 

 

Responsibilities:  

  • Design and implement training programs tailored to the needs of customer support and audiology teams. 

  • Create Sonova Learning training modules, support materials, and knowledge certifications as needed and in compliance with Quality Management System requirements 

  • Define the strategy and implement the approach to providing all aspects of the onboarding process/training for the Government Service, Production Customer Response, Technical Support, Software Support, Customer Support and Credit Return departments. 

  • Provide one-on-one coaching, mentoring, and support to employees as needed. 

  • Work with Customer Support teams to create, update, and archive obsolete documents for Knowledge for Phonak, Unitron, and Sennheiser.  In addition, as Knowledge Coordinator 

  • 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 

  • Evaluate the effectiveness of training programs and make recommendations for improvements. 

  • Track and report on all relevant training KPIs and provide solutions for improvement based upon them. 

  • Coordinate and participate in cross-functional training opportunities to identify and resolve large scale training needs. 

  • Coordinate with Customer Success leaders to address specific challenges and opportunities for improvement. 

  • Maintain up-to-date knowledge of industry trends, technologies, and best practices in customer support and audiology. 

  • Serve as liaison between in-field clinical trainers and audiology department for clinical support and standardization of Customer Success training experience 

  • Share knowledge and insights with the team to promote continuous learning and development. 

  • Monitor changes in industry regulations and adjust training programs accordingly. 

  • Identify, support, and lead continuous improvement opportunities. 

  • Create, revise, and manage all relevant documentation (e.g. work instructions, job aids, etc.) for business groups within Customer Success 

  • Maintain inventory of demo equipment for new and existing Audiological Technical Support, Software Support, and Consumer Technical Support Representatives 

 

 More about you:  

  • Advanced audiology degree including AuD or PhD 

  • Minimum 3-5 years’ industry-related experience in training 

  • Broad interest and understanding of audiology and related fields 

  • Maintains a vast and up-to-date knowledge of new learnings / trends / research findings in audiology 

  • Coaching and mentoring skills 

  • Strong verbal and written communication skills 

  • Highly collaborative with internal teams locally and around the globe 

  • Ability to adapt tone and style for different audiences and to simplify messaging when necessary 

 

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 mailto:wholesale.HR@sonova.com  

 

 What we offer: 

  • 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 (or sick and vacation time), 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. 

 

This role's pay range is between: $85K – 105K. This role is also commission eligible/bonus eligible.  

 

How we work: 

At Sonova, we prioritize the well-being of our employees and foster an inclusive environment that promotes engagement and collaboration. Our team-customized hybrid work model empowers teams to balance individual needs with business goals, offering flexibility and individualized time management. We recognize the importance of life outside of work and strive to create a supportive and motivating workplace where innovation thrives. 

  • Training Manager

    13 hours ago

    Aurora, United States Sonova USA, Inc. Full time

    .buttontext751ae33fdea31b8b a{ border: 1px solid transparent; } .buttontext751ae33fdea31b8b a:focus{ border: 1px dashed #0271a6 !important; outline: none !important; } Who we areYou enjoy creating and innovating. You never stop striving for better. You take...

  • Customer Support Specialist

    2 weeks ago

    Aurora, United States Sonova AG Full time

    Hybrid/Remote | United States Schedule: 9am to 5pm Monday - Friday CST Customer Support Specialist 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. The Customer Support...

  • Customer Support Specialist

    3 weeks ago

    Aurora, United States Sonova AG Full time

    Hybrid/Remote | United States Schedule: 9:30am to 6:00pm Monday - Friday Customer Support Specialist 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. The Customer Support...

  • Customer Support Specialist

    3 weeks ago

    Aurora, United States Sonova AG Full time

    Hybrid/Remote | United States Schedule: 9:30am to 6:00pm Monday - Friday Customer Support Specialist 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. The Customer Support...

  • Customer Support Specialist

    2 weeks ago

    Aurora, United States Sonova AG Full time

    Hybrid/Remote | United States Schedule: 9am to 5pm Monday - Friday CST Customer Support Specialist 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. The Customer Support...

  • Physical Therapist

    3 weeks ago

    Aurora, Colorado, United States FYZICAL Therapy and Balance Centers Full time

    About the RoleWe are seeking a highly skilled Physical Therapist to join our team at FYZICAL Therapy and Balance Centers in Aurora, IL. As a Physical Therapist with our company, you will have the opportunity to work with a supportive practice leader and a team of professionals who are dedicated to providing exceptional care to our patients.You will be...

  • Speech Language Pathologist Assistant

    2 days ago

    Aurora, United States Sunbelt Staffing Full time

    Job DescriptionJob DescriptionMinimum 1+ years speech therapy experience required.We are currently scheduling interviews for a full-time Speech Language Pathologist Assistant (SLPA) position located in Aurora, IL. In this public school the SLPA will provide direct therapy services to students ona K-5th grade caseload.Job Requirements:Valid Illinois (IL) SLPA...

  • Sign Language Interpreter

    2 months ago

    Aurora, United States Soliant Full time

    Job DescriptionJob DescriptionMinimum 1+ years intrepreter experience required.Sign Language Interpreter - Full Time - Aurora, ILWe are seeking a dedicated Sign Language Interpreter for a full-time position in Aurora, IL. Join our team and contribute to environments where munication accessibility is prioritized.Requirements:Certification in sign language...

  • Travel Respiratory Therapist

    3 weeks ago

    Aurora, Illinois, United States Ardor Health Solutions Full time

    Job SummaryArdor Health Solutions is seeking a skilled Respiratory Therapist for a travel assignment in a Hospital setting. As a key member of our team, you will provide exceptional patient care and contribute to the success of our clients.Job Type: Travel Respiratory TherapistLocation: Aurora, ILSetting: HospitalDuration: 13 weeksHours: 36 hours per...

  • Retail Associate, Seas

    2 months ago

    Aurora, United States NIKE Full time

    Location & Store Type: Nike Factory Store Aurora, IL Address: Aurora, IL Starting Pay Rate:$16.50/hour Hours: Seasonal - 0-40 hours per week, including nights and weekends We believe that if you have a body, you are an athlete, which is why when you join our team as a Retail Associate, you are referred to as an Athlete. Are you ready to embrace it? Let's do...

  • SLPA in Aurora, IL

    2 months ago

    Aurora, United States Soliant Full time

    Job DescriptionJob DescriptionMinimum 1+ years speech therapy experience required.Job Description: Soliant is seeking a dedicated and passionate Speech-Language Pathology Assistant (SLPA) to join our dynamic team. As an SLPA, you will work under the supervision of a licensed Speech-Language Pathologist to provide high-quality speech and language services to...

  • Travel RRT in Aurora, IL

    3 weeks ago

    Aurora, United States ACES Healthcare Staffing Full time

    ACES Healthcare Staffing is actively hiring for the following position: Respiratory Therapist - Registered Respiratory Therapist in Aurora , IL. Job Details/Requirements: Estimated Gross Weekly Pay: $ 1212 - $ 1340 Assignment Duration: 13 weeks Shift: 3x12 Nights Weekly Guarantee: Start Date: 11/24/2024 ACES Benefits Weekly pay by direct deposit Highly...

  • School-Based OT

    6 months ago

    Aurora, United States Soliant Full time

    Minimum 1+ years occupational therapy experience required.Soliant is currently in search of a licensed Occupational Therapist (OT) for an on-site school opportunity in the vicinity of Aurora, IL. This is a contracted position within an exceptional school district. Responsibilities: Conduct comprehensive assessments of students' physical, cognitive, and...

  • School Occupational Therapist in Aurora, IL

    2 months ago

    Aurora, United States Soliant Full time

    Minimum 1+ years occupational therapy experience required.Join Our Team as a School Occupational Therapist in Aurora, IL! Are you a passionate Occupational Therapist dedicated to helping students reach their full potential? Soliant Education is excited to announce an opening for a school-based OT in Aurora, where you can make a real difference in the lives...

  • Virtual Pediatric Speech Language Pathologist

    1 month ago

    Aurora, United States Sunbelt Staffing Full time

    Job DescriptionJob DescriptionMinimum 1+ years speech therapy experience required.A school district in in Aurora, IL need multiple Speech Language Pathologists to fill virtual position for the upcoming school yearJob Description:Virtual Therapy Mild Caseload Full Time Job Requirements:IL SLPLicense Masters Degree In order to be considered for this Speech...

  • General Warehouse Worker

    4 weeks ago

    Aurora, United States Hubbell Power Systems Full time

    General Warehouse Worker (2nd Shift) - Aurora, IL Apply now » Date: Oct 29, 2024 Location: Aurora, IL, US, 60502 Company: Hubbell Incorporated Job Overview Our General Warehouse Worker is a key associate within the warehouse, assisting with non-driving responsibilities including auditing functions, data entry, pallet breakdown, and quality...

  • Caregiver-Aurora

    4 months ago

    Aurora, United States Senior Helpers - Geneva, IL Full time

    We are looking for YOU to make a difference in someone's life!  Join us in helping others to remain living independently in their own homes. We are looking for caring, honest people to join our rapidly expanding team. Our service areas include, Aurora, North Aurora, Batavia, Geneva, Montgomery, Oswego, Plano, Sandwich, St. Charles, Sugar Grove,...

  • Caregiver-Aurora

    6 months ago

    Aurora, United States Senior Helpers - Geneva, IL Full time

    We are looking for YOU to make a difference in someone's life!  Join us in helping others to remain living independently in their own homes. We are looking for caring, honest people to join our rapidly expanding team. Our service areas include, Aurora, North Aurora, Batavia, Geneva, Montgomery, Oswego, Plano, Sandwich, St. Charles, Sugar Grove,...

  • Sales Associate

    2 months ago

    Aurora, United States Jared Full time

    Jared - Aurora, IL [Sales Associate / Team Member] As a Sales Associate/Jewelry Specialist at Jared, you'll: Be responsible for providing a superior experience to the valued customers; Engage customers in conversation to understand their needs and desires; Present merchandise and share detailed information regarding features and benefits of products; Provide...

  • 24/25 School Year Occupational Therapist

    2 months ago

    Aurora, United States Sunbelt Staffing Full time

    Job DescriptionJob DescriptionMinimum 1+ years occupational therapy experience required.Full Time Occupational Therapist (OT) Aurora, ILA school district in the Aurora, IL area is now seeking an Occupational Therapist (OT) to join their team for the upcoming school year. This is a full-time position working with K-5th grade students. The Occupational...