Audiometric Support & Solutions Specialist

Starkey Hearing Technologies; Eden Prairie (MN); On-site; USD 42,000 - 60,000; Full time

Job summary

Starkey Hearing Technologies in Eden Prairie, MN is seeking a customer-focused support professional to assist customers with audiometric equipment questions, software issues, and hardware troubleshooting. You will document interactions in our CRM and collaborate with sales to quote and fulfill orders.

This role requires strong communication, problem-solving, and the ability to translate technical information to diverse teams.

Qualifications

• Education: High School Diploma required; Bachelor’s degree or equivalent and 2-4 years’ experience nice to have but not required.
• Extensive operating system and hardware knowledge and experience required; minimum 1 year.
• Experience in a customer service environment is required.
• 2-year experience in a hearing aid manufacturing environment is preferred.

Responsibilities

• Support customers with operational audiological equipment questions.
• Assist customers with software issues related to computer OS, networks, and industry software (Noah, Inspire, Maestro, ETC).
• Remotely troubleshoot hardware issues related to audiometric equipment and related items.
• Document inbound and outbound calls in CRM or similar systems.

Skills

Customer service experience

Excellent communication

Problem solving

Organizational skills

People skills

Adaptability

Computer literacy

Technical documentation

Education

High School Diploma

Bachelor’s degree or equivalent

Tools

Noah

Inspire

Maestro

ETC

Customer First

Oracle

LogMeIn123

Job description

Starkey Hearing Technologies is a privately held, global hearing technology company headquartered in Eden Prairie, Minnesota. Founded by Bill Austin in 1967, Starkey is known for its innovative design, development and distribution of comprehensive digital hearing systems. Starkey is the only American-owned and operated provider of hearing technologies. We have more than 5,000 employees, operating in 24 facilities and doing business in more than 100 markets worldwide.





The Special Instruments Customer Service Representatives are responsible for handling challenging calls from Hearing Professionals wanting help on Audiometric equipment related software (modules, Databases, ETC) and PC issues. This position will have the individual responding to operator error issues, errors messages from browsers, client software packages, office management systems, Audiometric Equipment and mobile devices. The representative will be expected to serve the company's external and internal customers using various platforms including phone, emails, screen sharing tools, and instant messaging. They will help our customers with passion, purpose and excellence while following the company policies and procedures. They will be responsible for upholding the values and culture of the department through positivity and teamwork.



Job Duties:

*Customer service 1.Support customers with operational Audiological Equipment questions.

2.Assist customers with software issues related to computer operating systems, networks, Industry based software (Noah, Inspire, Maestro, ETC)

3.Remotely trouble shoot hardware issues related to Audiometric Equipment, Programmers, Modification Equipment, Sound Rooms and related items.

1.Document inbound and outbound calls in corporate tracking system/s (Customer First or similar CRM)



*Sales 1.Assist customer and sales with choosing best fit for them Audiometric, Programming, Modification, Computer, ETC equipment for their offices.

2.Work with customers and sales to create quotes.

3.Create orders and inform customer and sales on lead times for the order.



*Training

1.On the job training for audiometric equipment

2.On the job training for new and updated software (Noah, Maestro, Otometrics, etc.)

3.Internal software (Customer First, Oracle, Logmein123, etc.)

*Service 1.Assist customer with support incident numbers for sending items in for service or calibration.

2.Updating firmware on customers equipment.

3.Updating Speech files on customers Audiometers.

4.Results - Performance Measures (How to Measure Success)





Requirements:



Education:



High School Diploma required. Bachelor's degree or its equivalent and 2-4 years of experience in the field or in a related area is a nice to have but not required.



Experience:

*Extensive operating system and hardware knowledge and experience required. Minimum 1-year

*Experience working in a customer service environment required.

*2-year experience working in a hearing aid manufacturing environment preferred.



Knowledge

*High degree of computer literacy

*Windows OS, MS Office, MS Outlook, PowerPoint

*Basic audiometric equipment: audiometer, real ear measurement system



Skills & Abilities

*Excellent oral and written communication skills required across groups that include, customers, consumers, and colleagues

*Ability to understand technical information is required.

*Ability to understand and communicate technical information to a variety of disciplines

*Excellent organizational skills

*Excellent problem-solving skills

*Excellent people skills

*Ability to adapt with an ever-changing marketplace

*Ability to work well with people required including in person and by telephone.