Custom Product Advisor

Position Overview

To be a liaison between manufacturing and the customer to improve customer satisfaction by evaluating and interpreting the order and making the appropriate manufacturing recommendations based on customer requirements and manufacturing capabilities.

Essential Functions (Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)

• ​Custom Product support to customers, including fit issues, trouble-shooting, repair issues, product information, and follow-up for multiple current and discontinued product line.
• Establish and maintain customer profiles to ensure account-specific standard requests are met; including On Boarding of new customers.
• Provide pro-active customer engagement on clinical and non-clinical issues
• Provide Regional support to Sales team
• Interact with Order Entry, Audio Design, Customer Care, Technical Support, Manufacturing, Engineering, and Sales teams to improve quality of products and customer satisfaction
• Monitor customer orders for specific customers as necessary to support Sales efforts
• Document necessary customer comments in Navision and Salesforce.com to ensure customer expectation are understood
• Perform other duties as requested and / or as needed to fulfill the purpose of the position
• Other duties as assigned.

Competencies (Knowledge and Skills needed for this position.)

• Ability to perform audiometric evaluation in the determination of appropriate product selection
• Amplification considerations for various audiograms
• Knowledge of GNR product features – what are they, how do they work, when are they appropriate and at what level
• Assist customers in appropriate patient counseling on realistic expectations
• Strong communication skills, ability to troubleshoot and problem solve
• Very comfortable with PC operation
• Able to shift and cover a multitude of tasks
• Team-oriented
• Sales-oriented
• Phone-Pro
• Excellent verbal and written communication skills
• Extensive knowledge of hearing instrument fit, form & function
• Extensive experience with complete manufacturing process
• Knowledge of Navision and Salesforce.com
• PC Skills, Microsoft Excel & Word
   

Desired Qualifications

Required Education:

· High School Diploma

Preferred Education:

Preferred Experience:

· 3 years of experience in Customer Care, Technical Support, or Manufacturing working directly with hearing instruments

· Knowledge of Navision system and operations personnel and order flow

Other:

• Participate and promote Continuous Improvement within the department and company.
• Promote and encourage the GN Core Values.
• Participate and promote Quality Excellence initiatives as required.

Other Information

Direct reports: None

Indirect reports: None

Working Environment: Shakopee Office

Physical Demands: Sitting, standing, bending, reaching, etc.

Position Type and Expected Hours of Work: (Hybrid)
Full time (8:00am to 4:30 pm),
Work from home Mondays & Fridays

Work In office Tuesday, Wednesday, Thursday

About Us

At ReSound, people with hearing loss are at the heart of what we do. In an ever-smarter world, we think big and challenge the norm so that we can transform lives through the power of sound. A life that empowers you to hear more, do more and be more than you ever thought possible.

What We Offer
As a leading medical device manufacturer, we value our employees and offer competitive wages and benefits including:
- Generous Benefits including PTO and Paid Holidays
- 401k with Company match
- Paid Parental Leave & Transition Back to Work Benefits
- Company HSA Contributions
- Free Hearing Aids for Family Members

We encourage you to apply

Even if you don’t match all the above-mentioned skills, we will gladly receive your application if you think you have transferrable skills. We highly value a mindset, motivation, and energy, that aligns with our core values, to not only ensure growth for you, but for your team and the wider GN organization as well.

We are committed to an inclusive recruitment process

GN ReSound welcomes applicants from all backgrounds and applicants will receive equal consideration for employment. We make life sound better by develo