Manager, Customer Support (Hybrid)

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)

Manager, Customer Support

Purpose of role: Responsible for direct management of Customer Support team within the Customer Support Organization. 

Responsibilities:

• 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

More about you:

• 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
• 2 years of SAP or another ERP required, Sales Force.com experience a plus
• Proven ability to manage and motivate employees
• Passionate about servicing customers
• Previous experience with Work Force Management system