What are the responsibilities and job description for the Manager, Customer Support position at Sonova?
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
Manager, Customer 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.
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
Manager, Customer Support
Purpose of role: Responsible for direct management of Customer Support team within the Customer Support organization 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:
- Accountable for leading Customer Support; ensuring timely and accurate resolution of customer inquiries and concerns
- Identify opportunities and execute change to develop a consistent, scalable, service model which is a sustainable completive advantage for Phonak
- Act as a resource to sales, training, workforce/quality management
- Explore opportunities to improve capacity, utilization, and drive superior Customer Support. Offer innovative solutions to issues that impact our employees and customers
- Improve performance by raising efficiency and exploring new technology and process improvements
- Prepare reports and analyze call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction
- Organize staff to support workforce management, customer call patterns and new product introduction. Delegation of work responsibilities
- Collaborate and support Trainers to ensure team members are thoroughly trained, up-to-date and knowledgeable on all Phonak products, software, services and competition.
- Work with Product Management
- Handle escalated and complex customer inquiries/concerns
- Manage, motivate, engage, and develop Service Team
- Responsible for recruiting and hiring of new personnel
- Collaborate with Customer Support management team to develop meaningful and actionable metrics enabling a continuous improvement environment
Education and Skillset:
- High School diploma or equivalent work experience
- Bachelor’s Degree preferred
- Minimum 2 year of management experience
- Minimum 5 years’ experience in a Customer Support environment or relevant work experience
- Proven ability to manage and motivate employees
- Driven, self-motivated, and results oriented
- Passionate about servicing customers
- Problem analysis and resolution skills
- Strong written/verbal communication, organizational, and planning skills
- SAP and Sales Force.com experience a plus
- Previous experience with Work Force Management system
- Demonstrated ability to adjust priorities and mange time in a fast paced environment
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.
Salary : $67,900 - $86,000
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