Manager, Audiology Technical Support

The Manager of Audiology Technical Support oversees the technical support operations for multi brand audiology products and services. The role will manage the team ensuring exceptional customer service through product expertise, troubleshooting, and continuous education on all devices. The manager will also collaborate cross functionally to provide strategic direction and best-in-class service.

Recruit, onboard, and train new team members
• Responsible to ongoing training initiatives and skill development of the team
• Coordinate with supervisors to set goals and monitor performance of support specialists
• Oversee escalated customer and product issues including investigations and resolutions of advanced issues
• Develop and maintain training materials for internal and external needs
• Follow product development to ensure understanding of product enhancements and new product launches
• Collect and analyze metrics and KPIs to identify areas of improvement and provide feedback
• Ensure efficiency and level of service by establishing policies and best practice for the team
• Serve as subject matter expert while representing and liaising with al customers, divisions, and global partners
• Provide reporting and feedback to management on call trends, product issues and kick outs, and overall team performance and customer satisfaction
• Collaborate closely with Customer Experience management to provide highest level of customer satisfaction to promote business growth and development aligned with company goals and objectives
• Support daily operations and activities to manage attendance, phone coverage, and timely and accurate customer interactions
• Achieve key performance goals through monitoring productivity, service, quality and accuracy
• Leads, inspires, and manages change to create positive work environment for high functioning team
• Monitors and evaluates performance of individuals and team providing training, coaching, feedback and take corrective action when needed
• Set goals and manage performance of direct reports
• May perform miscellaneous tasks and/or projects as directed

• Masters degree or higher in Audiology or Hearing Instrument Dispensing License is required
• 8+ years in audiology technical role with a strong technical knowledge of audiology equipment, hearing aids, and diagnostic tools
• 5+ years experiences managing a team
• Dispensing experience a plus
• Proven ability to manage and motivate a team
• Proficiency with MS Office and other basic computer programs
• Demonstrates a high degree of organization, attention to detail, and accuracy
• Strong interpersonal skills and ability to work collaboratively with others
• Demonstrates the ability to meet productivity goals and deadlines
• Excellent communication skills across all forms
• Self-motivated with a strong work ethic
• Familiarity with CRM software & Support Tools
• The following is required when working from home (fully remote OR hybrid schedule):
  • Reliable and secure Internet Service Provider at home (no public WiFi) for duration of working hours
  • Sufficient room to set up a laptop, monitors, keyboard and mouse
  • Comfortable space to work for duration of working hours
  • Quiet, private and secure space in which to work

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