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 solutions help millions of people enjoy life’s unforgettable moments.
We offer exceptional career opportunities through market-leading brands from consumer to medical, 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
Sennheiser Hearing 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.
Who is Sennheiser
We live and breathe audio. We are driven by the passion to create audio solutions that make a difference. The business with consumer devices such as headphones, soundbars and speech-enhanced hearables is now operated by Sonova Holding AG under the license of Sennheiser.
With the well-known Sennheiser brand, the company stands for premium quality in the field of audio products. In order to remain among the best in its field, Sonova Consumer Hearing is always on the lookout for outstanding talent for the Sennheiser brand. The company is headquartered in Wedemark, Germany, with approximately 650 employees worldwide.
With the well-known Sennheiser brand, the company stands for premium quality in the field of audio products. In order to remain among the best in its field, Sonova Consumer Hearing is always on the lookout for outstanding talent for the Sennheiser brand. The company is headquartered in Wedemark, Germany, with approximately 650 employees worldwide.
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
Sennheiser Hearing Support
Purpose of role:
The Sennheiser Hearing Support (SHS) Representative will be responsible for effectively responding to all consumer and health professional inquiries concerns and needs in a timely, friendly, supportive, accurate and professional manner in order to increase customer satisfaction and experience.
The SHS role is 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 Success Leadership in developing career paths and HR in managing benefits, etc.
This position will be a hybrid position based out of Aurora, however, candidates who meet the criteria and are remote will also be considered on a case-by-case basis.
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 Responsibities:
- Responsible for possessing a wide range of skills including basic audiological knowledge, basic hearing aid fitting and troubleshooting, fitting software support, assistive device expertise, Bluetooth pairing, and customer service support to provide HCPs and Consumers with comprehensive support for all Sonova/Sennheiser consumer hearing products and accessories.
- Act as SME for all consumer hearing products and processes for all internal and external customers.
- Ability to successfully demonstrate critical thinking and troubleshooting to consistently provide accurate information and complete follow through is required to be successful in this role.
- A positive, energetic, stress-resistant attitude and a passion for providing superior customer service and technical expertise while supporting HCPs and Consumers via inbound and outbound phone calls and emails each day.
- Support communication with all appropriate internal and external colleagues by documenting all contacts and trends.
- Identify and execute opportunities to enhance technical support and troubleshooting.
- Continue to develop professional knowledge and skill through on-going training and development.
- Demonstrate flexibility and out-of–the-box thinking during support activities to ensure that both HCPs and Consumers have an exceptional experience with Sonova/Sennheiser consumer hearing products, to secure our position as the provider of choice
- Ability to assist with Order Processing, management of Open orders, repairs and tracking information.
- Other duties as assigned by managementTravel Less than 5% and only on an as-needed basis, such as attending a training or conference
Education and Skillset:
- HS Diploma or equivalent
- Hearing Instrument Specialist (HIS) highly preferred2+ years in a role providing direct customer support (professionals or consumers) in any of the following:
- Medical products
- Communication devices
- Software
- Hearing Aids
- Hearing Aid Dispensing
- Consumer products
- Familiarity with Sonova (or competitive) brands products, apps and associated software
- Excellent troubleshooting and problem-solving
- Critical thinker
- Technical thought-process
- Highly organized
- On-time to meet deadlines
- Able to work independently
- Ability to handle multiple aspects of business interaction including technical support, customer service and training
- Have an orientation that the issue at hand needs to be fully resolved to the satisfaction of the customer
- Ability to maintain confidentiality
- Friendly and outgoing
- Calm under pressure
- Empathetic and caring
- Good communicator
- Positive attitude
- Flexibility
- Ability to operate in a fast-paced environment
- Excellent verbal and written communication skills
- Commitment to an exceptional customer experience
- Ability to learn new technology
- and new procedures
- Quality, Accuracy and Productivity
- Continuous improvement orientation
- Handles change well
- Comfort with common business systems Outlook, Microsoft Office Suite
- Basic understanding of the usage of Smartphone apps
- SAP, SalesForce, and Sonova Fitting Software experience highly preferred
- Other hearing aid fitting software or apps
The ideal candidate has:
- Flexibility with hours - could work any shift during service center hours
- Ability to work occasional overtime or a Saturday
- Ability to demonstrate that home/remote internet provider options meet Phonak requirements for remote work
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 wholesale.HR@Sonova.com
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.
The Sennheiser brand
The Sennheiser brand stands for premium quality in the field of audio products.
At Sonova Consumer Hearing, we develop and offer consumer devices such as headphones, soundbars and speech-enhanced hearables under the brand license of Sennheiser.
The business is headquartered in Wedemark, Germany, and has approximately 650 employees worldwide. To continue to be among the best in the industry, we are always on the lookout for outstanding talent.
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