Audiology and Customer Support Training Manager | Aurora, IL | 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 

 

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