Audiology Technical SupportJohnson Health Tech Companies • Madison, WI, US

Audiology Technical Support

Johnson Health Tech Companies • Madison, WI, US

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Job Description

Description : Position Overview

Direct audiological and technical support to all hearing care professional accounts. Performance of routine and complex tasks related to all aspects of hearing aid technology and audiological support is the primary focus of the role. The overall goal of the Audiology Technical Support team is to provide seamless, top-tier customer service and support.

Responsibilities

Provide Outstanding Service to hearing care provider accounts :

Maintain good attendance and adherence to schedule.
Provide hearing aid fitting solutions and recommendations for hearing care professionals
Supports in technical troubleshooting of devices, SyncLync fitting software / smartphone app and NOAH for
hearing care professionals
Answer and respond to a high volume of phone calls, emails from customers in need of assistance with hearing aids
and associated technologies
Enters orders for hearing aids and accessories as selling opportunities present during technical calls
Follow posted protocols and diagnostics to help troubleshoot and resolve problems in a cost-effective way.
Log calls, customer complaints and creates / maintains B2B cases and contacts in Salesforce
Escalate necessary cases to direct manager for potential FDA reporting
Assists in developing training programs for SyncLync team members
Adherence to quality control and hearing aid technical workflows
Efficiently utilize tools and resources
Identifies key customer trends and communication with appropriate stakeholders
Achieve and maintain posted KPIs including but not limited to order accuracy, availability, and quality.
Promote a positive and collaborative team atmosphere with co-workers.
Build and maintain working knowledge of products.
Complete all required training and ongoing education.
Other projects as needed

Requirements :

Education and Experience :

Candidate must have an Audiology Degree of M.S. / M.A. / Au.D.

2 - 3 years clinical / field experience in audiological evaluations and hearing aid dispensing

Other Requirements :

Advanced knowledge of Microsoft Office suite and CRM systems

Excellent written and verbal communication skills

Think critically to analyze and solve problems

Maintain a positive approach with consumers and co-workers

Ability to work independently or as part of a team

Experience working in a fast-paced environment with proven ability to prioritize, multitask and attention to detail

Skills

Effective interpersonal, verbal, and written communication skills; both audiology specific and general terms

Cross functional / departmental collaboration

Strong sense of initiative and a sense of urgency, demonstrated by accomplishing tasks, improving current wor

processes; and assisting others when necessary.

Effective Decision Making

Unwavering attention to detail and commitment to world-class quality

Demonstrates respect for others.

Versatility, agility and willingness to learn.

Operates with a high degree of personal accountability.

Projects a positive and professional demeanor to all internal and external customers and business partners

Benefits :

We offer an excellent compensation package and team-oriented work environment with growth opportunities. Some of our outstanding benefits include :

Health & Dental Insurance

Company paid Life Insurance

401(k)

Paid Time Off benefits

Product discounts

Wellness programs

EOE / M / W / Vet / Disability

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Technical Support • Madison, WI, US