Senior Technical Support Specialist

Sonova; Kitchener; Hybrid; CAD 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a skilled technical support specialist to join their dynamic Manufacturing Engineering team. In this role, you will provide essential training and technical support to ensure seamless operations across various manufacturing and repair sites. Your expertise will be pivotal in validating new processes and collaborating with international teams to enhance service quality. This innovative firm values diversity and inclusion, offering a collaborative culture and opportunities for continuous self-improvement. If you are passionate about technology and dedicated to delivering exceptional customer solutions, this is the perfect opportunity for you.

Benefits

Exciting and challenging work environment

Collaborative culture

Opportunities for continuous self-improvement

Flexible hybrid work model

Rich benefits plan

Mentorship program

Career development plans

Qualifications

• 5+ years of experience in electronics or similar tech field.
• Strong analytical and customer service skills required.

Responsibilities

• Provide technical support and training to Sonova sites.
• Validate processes and support continuous improvement projects.

Skills

Analytical Skills

Customer Solutions Focus

Technical Support

Training and Development

Education

Bachelor's Degree in Electronics

Equivalent Education in Technology

Tools

ERP Software (SAP)

Ticketing Software (ServiceNow)

Job description

About the Role

As a member of our global Manufacturing Engineering team, you will be supporting production and repair systems within the Technical Support & Education team. In this role, you will provide technical support and training to employees on various processes, ensuring seamless operations and knowledge sharing. Additionally, you will participate in the rollouts of new systems, ensuring a smooth transition and minimizing disruptions. Furthermore, you will collaborate with our manufacturing and repair facilities to validate new processes, ensuring they meet quality and efficiency standards.

Responsibilities:

1. Provide technical support to all Sonova custom manufacturing and service sites, incl. Sonova brands‘ distribution partners.
2. Provide technical hands-on trainings for custom manufacturing and overall repair process to all Sonova sites, incl. Sonova brands‘ distribution partners (mainly in Latin America region).
3. Validate processes as needed per the QMS & SOP.
4. Review and support Validation of Custom Manufacturing and Service processes and Changes in the region.
5. Provide production process audits/reviews and follow-up on required actions to ensure successful implementation of the changes or improvements and sustainability of the processes in the future.
6. Support the set-up of distributor‘s custom new and repair labs.
7. Support the Corp. ME team in Continuous Improvement Project in the Americas region.
8. Responsible for delivering high quality technical support and trainings in alignment with TSE, and using official platforms, documents and methods.
9. Technical support, training and audit procedures to be aligned with TSE and strictly followed, documented and reported.
10. Participation in seminars for product launches and updates are mandatory to maintain the knowledge.
11. Ensure that technicians in region Americas are up-to-date with knowledge about all Sonova products (brand specific), lab software and processes.
12. Close collaboration, alignment and reporting to TSE and Corp. ME teams in order to deliver high quality services and improve existing processes.
13. Close collaboration with international sales in order to understand and meet business needs of the distribution partners in Latin America hub.
14. Plan trainings for distributors in alignment with Latin America hub international sales manager.
15. All trainings outcome to be documented and reported to all stakeholders.
16. Be active part of the TSE and Corp. ME teams to constantly develop and improve training concept, processes etc.
17. Supporting the Operations objectives:

1. Safety
2. Quality
3. Delivery
4. Inventory
5. Cost / Productivity

More about you:

1. A bachelor's degree in Electronics or a related field, or an equivalent education in the technology sector.
2. A minimum of 5 years of hands-on experience in electronics or a similar technology field, including support and training.
3. Possess strong analytical skills, efficiency, and a strong focus on providing customer solutions and exceptional services.
4. Experience in IT infrastructure, networking, and databases.
5. Experience with ERP software (SAP), ticketing software (ServiceNow).
6. Demonstrate ability to organize tasks effectively and prioritize them accordingly.
7. Fluent in both written and spoken English.

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 to hear from you!

We are looking forward to receiving your application via our online job application platform. For this position only direct applications will be considered. Sonova does not recruit via app, telegram, carrier pigeon or any other format that does not include speaking with an actual human. If you are offered a job without speaking with someone please contact [e-mail].

What we offer:

1. Exciting and challenging work environment.
2. Collaborative culture.
3. Opportunities for continuous self-improvement.
4. Opportunities for flexible hybrid model work environment.
5. A company that values diversity and inclusion.
6. Rich benefits plan including wellness benefit, paramedical (massage therapist, naturopath, etc.) and competitive compensation including variable component and employer match on pension contributions.
7. Mentorship program and career development plans.

Sonova Canada is now a certified Great Place to Work May 2024- May 2025.

How we work:

At Sonova, we prioritize the well-being of our employees and foster an inclusive environment that promotes engagement and collaboration. Our team-customized hybrid work model empowers teams to balance individual needs with business goals, offering flexibility and individualized time management. We recognize the importance of life outside of work and strive to create a supportive and motivating workplace where innovation thrives.