Senior Technical Support Specialist

Sonova Group; Kitchener; On-site; CAD 60,000 - 100,000; Full time

Job summary

An innovative company is seeking a Senior Technical Support Specialist to join their global Manufacturing Engineering team. In this dynamic role, you will provide essential technical support and training to employees, ensuring seamless operations and knowledge sharing. Your contributions will help validate new processes and support continuous improvement projects across the Americas. This is an exciting opportunity to make a positive impact on people's lives while working in a collaborative environment that values diversity and inclusion. If you are passionate about technology and eager to grow, this role is perfect for you.

Benefits

Exciting and challenging work environment

Collaborative culture

Opportunities for continuous self-improvement

Flexible hybrid model work environment

Rich benefits plan

Mentorship program and career development plans

Qualifications

• Minimum 5 years of hands-on experience in electronics or similar technology.
• Strong analytical skills and focus on customer solutions.

Responsibilities

• Provide technical support and training to employees on various processes.
• Collaborate with manufacturing and repair facilities to validate new processes.

Skills

Analytical Skills

Customer Solutions

Technical Support

Training Skills

Problem Solving

Education

Bachelor's Degree in Electronics

Equivalent Education in Technology

Tools

ERP Software (SAP)

Ticketing Software (ServiceNow)

Job description

Select how often (in days) to receive an alert:

You enjoy creating and innovating. You never stop striving for better. You take responsibility and you get results. You love being part of a team. Above all, you want your work to matter: Welcome to our world! At Sonova we create sense by bringing sound to life. Our innovative hearing care solutions help millions of people enjoy life’s unforgettable moments.

We offer exceptional career opportunities through market-leading brands from consumer to medical, products and services that keep pushing hearing care forward, and a culture where you can quickly belong and perform at your best.

If you want the freedom to explore, opportunities to grow, and make positive change on people lives through your work, this is the place for you.

Join Sonova. Create sense.

Senior Technical Support Specialist

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.

Supporting the Operations objectives:

1. Safety
2. Quality
3. Delivery
4. 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.
8. 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.

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 marketplace. 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.