Senior Recipient Support Specialist

Who we are At Sonova, we envision a world where everyone can enjoy the delight of hearing. This vision inspires us and fuels our commitment to developing innovative solutions that improve hearing health and human connection - from personal audio devices and wireless communication systems to hearing aids and cochlear implants. We're dedicated to providing outstanding customer experiences through our global audiological care services, ensuring that everyone has the opportunity to engage fully with the world around them. Guided by a culture of continuous improvement that fosters resilience and self-motivation, our team is united by a shared commitment to excellence and a deep sense of pride in our work, each of us playing a vital role in creating meaningful change, Here you’ll find a diverse range of opportunities that span both consumer and medical solutions and the freedom to shape your career while making an impact on the lives of others. Join us in our mission to create a more connected world, where every voice is heard and every story matters. 164637 Senior Recipient Support Specialist Valencia, California - REMOTE At Advanced Bionics , we believe hearing has the power to connect people to life's most meaningful moments. As a global leader in cochlear implant technology, we're committed to delivering innovative solutions and exceptional support to recipients worldwide. We're seeking an experienced Senior Recipient Support Specialist to serve as a subject matter expert in cochlear implant support, helping recipients maximize the benefits of their Advanced Bionics technology while delivering an outstanding customer experience. If you're passionate about patient care, clinical education, troubleshooting complex technology, and mentoring others, we'd love to hear from you. What You'll Do Provide expert technical and clinical support to Advanced Bionics cochlear implant recipients through phone, video, chat, email, text, Microsoft Teams, and Zoom. Troubleshoot cochlear implant devices, accessories, Bluetooth connectivity, consumer applications, and online portals. Guide newly implanted recipients through product orientation, rehabilitation resources, device setup, and ongoing product education. Partner closely with Customer Service, Clinical Specialists, Audiologists, and Field Teams to ensure exceptional recipient outcomes. Assist recipients with myABOnline and other digital consumer platforms. Assess recipient satisfaction and identify opportunities for equipment upgrades, accessories, service contracts, or second-side implantation discussions. Document recipient interactions and communicate recommendations with clinical teams when appropriate. Maintain exceptional recipient satisfaction while meeting key performance indicators (KPIs) related to service quality and responsiveness. Serve as the first point of escalation for complex recipient questions and technical issues. Train, coach, and mentor new Recipient Support Specialists. Lead KPI reporting and contribute during team performance meetings. Support continuous process improvements and additional projects as assigned. What You'll Bring Required Qualifications Bachelor's degree or higher. Minimum 5 years of direct clinical cochlear implant experience , including troubleshooting and programming. Extensive knowledge of Advanced Bionics products and troubleshooting resources. Strong organizational and prioritization skills. Outstanding written, verbal, and presentation skills. Ability to build trusted relationships while delivering exceptional customer experiences. Strong computer proficiency including Microsoft Office and Salesforce. Fluent in English. Preferred Qualifications 5+ years of cochlear implant industry, manufacturer, or sales experience. Previous leadership, mentoring, or coaching experience. Knowledge of legacy cochlear implant devices and troubleshooting. Spanish and/or French language proficiency. Master's or Doctoral degree in a related clinical field. Why Join Advanced Bionics? At Advanced Bionics, you'll work alongside passionate professionals dedicated to improving lives through groundbreaking hearing technology. You'll have the opportunity to support recipients during life-changing moments, mentor fellow team members, and influence the future of recipient care while working with one of the industry's most innovative cochlear implant manufacturers. If you're ready to combine your clinical expertise with exceptional customer care to make a meaningful impact, we'd love to meet you. Compensation Salary Range: $91,200 – $114,000 Sonova is an equal opportunity employer We team up. We grow talent. We collaborate with people of diverse backgrounds to win with the best team in the market place. We guarantee every person equal treatment in regard to employment and opportunity for employment, regardless of a candidate’s ethnic or national origin, religion, sexual orientation or marital status, gender, genetic identity, age, disability or any other legally protected status.