Hear Always Support Representative

Cochlear; Centennial (CO); On-site; USD 32,000 - 34,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life & disability insurance

401(k) matching

Paid Time Off

Job summary

Cochlear is seeking a Hear Always Support Representative (Hear Always Technician) for our Centennial, CO warehouse. This full-time, 100% onsite role supports cochlear implant recipients and clinics by processing service requests and loading audiologist programming data onto devices, with collaboration across Customer Experience, Clinical, and Reimbursement teams.

The position requires a Bachelor’s degree or equivalent, 2–3 years in customer service, and proficiency with ERP systems.

Qualifications

• Experience in customer service, order processing, logistics, healthcare operations, medical device support, or related field preferred.
• Strong communication and documentation skills in a fast-paced environment.
• Familiarity with ERP systems and clinical programming workflows is desirable.

Responsibilities

• Validate programming information created by an audiologist using ERP, Oracle, and Cochlear programming apps.
• Pick products from warehouse to fulfill Hear Always orders and communicate inventory needs.
• Ensure program requests reach the correct clinic and are returned to CAM promptly.
• Create and process clinic orders for submitted service requests.
• Perform quality checks on inbound orders related to Hear Always before shipment.
• Develop and implement new processes and work instructions; participate in process improvements.
• Provide training to other parts of the business to improve processes.
• Investigate order-entry and programming issues and liaise with clinics/teams to resolve them.

Skills

Customer service

Order processing

Warehouse operations

Communication

Team collaboration

Education

Bachelor's degree or equivalent

Tools

Oracle ERP

Cochlear programming apps

Job description

Hear Always Support Representative (Internal title: Hear Always Technician)

Position Spotlight

• Experience in customer service, order processing, logistics, healthcare operations, medical device support, or a related field preferred;
• Location: Centennial, CO warehouse facility
• Schedule: Full-time, Monday through Friday, 9:00 - 6:00 p.m.
• Work arrangement: 100% onsite/in-office. This position is based in our warehouse location and is not eligible for remote or hybrid work.

About the role

Change people's lives and love what you do at Cochlear, the most recognized brand in hearing health care, while being part of one of Denver Business Journal's Best Places to Work honorees. As a Hear Always Technician, you will play a critical role in supporting cochlear implant recipients and clinic partners by processing service requests, validating and loading audiologist programming information onto recipient devices, performing quality checks, and ensuring accurate fulfillment of patient-direct orders. Working closely with Customer Experience, Clinical, and Reimbursement teams, you will help deliver an exceptional customer experience while ensuring recipients receive the products and support they need to hear their best. This position is based 100% onsite at our warehouse facility in Centennial, Colorado.

Key Responsibilities

• Validate programming information, created by an audiologist, by utilizing Company's ERP System, Oracle and Cochlear Programming applications. Identify when programming information is incomplete or incorrect and work with clinic to resolve. Load programs on recipient external processors based on order data and programming details. Convert programming to work with new technology for recipient upgrades and exchanges.
• Pick product from the warehouse to fulfill Hear Always orders and communicate inventory needs to appropriate warehouse personnel when applicable.
• Ensure all program requests are directed to and reach the appropriate clinic and are received back to CAM in a timely manner. This will include working with clinics to resolve issues/concerns involving the program request process and providing guidance on clinic user applications such as the Cochlear professional portal and any Cochlear Programming applications.
• Create and process clinic orders for submitted service requests when received.
• Perform defined quality control processes for all inbound orders related to Hear Always. This may include validating recipient order information, confirming equipment, validating warranty, following clinical programming guidelines and reviewing all aspects of completed order to ensure accuracy before shipment.
• Actively participate in the development of new processes, procedures and work instructions. Implement new processes and procedures.
• Provide training for other parts of the business as requested to improve processes.
• Perform research into order entry issues, programming and program request issues related to the recipient aspect of the order process, communicate to appropriate teams, and assist with resolving when applicable. This may include communicating with recipient's by phone or email on various topics to resolve issues.

Key Requirements

• Bachelors or Equivalent Work Experience
• 2-3 Years of Experience ideally in customer service
• Excellent verbal and written communication skills. Proficient experience utilizing common office resources (phone and email).
• Ability to handle multiple tasks in a fast-paced environment.
• Proven ability to work collaboratively and positively in a team environment to build strong, professional relationships.

Total Rewards

• Pay Range in the United States: $23.00 - $25.00 per hour based upon experience, as well as an annual bonus opportunity of 5% of base salary. Exact compensation may vary based on skills, experience, and location.
• Benefit package includes medical, dental, vision, life and disability insurance as well as 401(K) matching with immediate vesting, Paid Time Off, tuition reimbursement, maternity and paternity leave, Employee Stock Purchase Plan and pet insurance.

Who are we?

Human needs have always been our inspiration, ever since Professor Graeme Clark set out to create the first multi-channel cochlear implant because he saw his father struggle with hearing loss. We always start with people in mind - thinking about their needs.

For this reason, our products, services and support will continue to evolve and improve. We are by our customers' side through the entire hearing journey, so they can experience a life full of hearing. Our employees tell us that the number one reason they enjoy working for Cochlear is the opportunity to make a difference to people's lives and working in an organization where they can be part of bringing the mission to life each day.

Physical & Mental Demands

The physical and mental demands described below are representative of those that must be met to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the individual is regularly required to be in a stationary (seated/standing) position; utilize business technology for work product delivery, communicate orally and in writing with others internal or external to the organization, utilize problem solving/critical thinking skills to discern and convey information. May be asked to occasionally transport/move up to 30 pounds, depending on the position. Specific vision abilities required by this job include ability to adjust focus. The individual is regularly required to utilize comprehension, critical thinking, communication, problem solving, organization reasoning, relating to others and discernment of items such as product specifications, procedures and processes to customers (whether internal or external). Influence, organization/classification of information and planning are also required.

The work environment is a warehouse environment. This is representative of the environment an individual may encounter while performing the essential functions of this job.

Cochlear Americas is an Equal Opportunity Employer. We will provide reasonable accommodations for qualified individuals with disabilities. If you require accommodation with completing the online application, please contact us via web or phone at 303-264-2549.