Senior Recipient Support Specialist

Sonova Group; California (MO); On-site; USD 91,200 - 114,000; Full time

Job summary

Sonova Group seeks an experienced Senior Recipient Support Specialist to act as a subject matter expert in cochlear implant support, helping recipients maximize benefits while delivering outstanding customer experiences.

You will troubleshoot devices, guide orientation and education, and collaborate with clinical teams to drive recipient satisfaction and KPI performance. Leadership and mentoring may be involved.

Qualifications

• Direct clinical cochlear implant experience (minimum 5 years) and ability to troubleshoot devices.
• Strong written, verbal, and presentation skills.
• Excellent organizational and prioritization abilities.
• Proficiency with Microsoft Office tools and Salesforce.
• Ability to build trusted relationships while delivering exceptional customer experiences.
• Experience in customer-facing roles within healthcare technology preferred.

Responsibilities

• Provide expert technical and clinical support to cochlear implant recipients via multiple channels.
• Troubleshoot cochlear implants, accessories, Bluetooth, and related apps.
• Orient and educate recipients on device setup and rehabilitation resources.
• Collaborate with Customer Service, Clinicians, Audiologists and Field Teams to ensure outcomes.
• Assist recipients with online platforms like myABOnline and other portals.
• Document interactions and communicate recommendations to clinical teams.

Skills

Clinical cochlear implants

Troubleshooting

Customer service

Presentation skills

Sales experience

Education

Bachelor's degree or higher

Tools

Microsoft Office

Salesforce

Job description

At Sonova, we envision a world where everyone can enjoy the delight of hearing. This vision inspires us and fuels our commitment to developing innovative solutions that improve hearing health and human connection - from personal audio devices and wireless communication systems to hearing aids and cochlear implants. We're dedicated to providing outstanding customer experiences through our global audiological care services, ensuring that everyone has the opportunity to engage fully with the world around them.

Guided by a culture of continuous improvement that fosters resilience and self-motivation, our team is united by a shared commitment to excellence and a deep sense of pride in our work, each of us playing a vital role in creating meaningful change.

Here you’ll find a diverse range of opportunities that span both consumer and medical solutions and the freedom to shape your career while making an impact on the lives of others. Join us in our mission to create a more connected world, where every voice is heard and every story matters.

At Advanced Bionics, we believe hearing has the power to connect people to life's most meaningful moments. As a global leader in cochlear implant technology, we're committed to delivering innovative solutions and exceptional support to recipients worldwide.

We're seeking an experienced Senior Recipient Support Specialist to serve as a subject matter expert in cochlear implant support, helping recipients maximize the benefits of their Advanced Bionics technology while delivering an outstanding customer experience.

If you're passionate about patient care, clinical education, troubleshooting complex technology, and mentoring others, we'd love to hear from you.

What You’ll Do

• Provide expert technical and clinical support to Advanced Bionics cochlear implant recipients through phone, video, chat, email, text, Microsoft Teams, and Zoom.
• Troubleshoot cochlear implant devices, accessories, Bluetooth connectivity, consumer applications, and online portals.
• Guide newly implanted recipients through product orientation, rehabilitation resources, device setup, and ongoing product education.
• Partner closely with Customer Service, Clinical Specialists, Audiologists, and Field Teams to ensure exceptional recipient outcomes.
• Assist recipients with myABOnline and other digital consumer platforms.
• Assess recipient satisfaction and identify opportunities for equipment upgrades, accessories, service contracts, or second-side implantation discussions.
• Document recipient interactions and communicate recommendations with clinical teams when appropriate.
• Maintain exceptional recipient satisfaction while meeting key performance indicators (KPIs) related to service quality and responsiveness.
• Serve as the first point of escalation for complex recipient questions and technical issues.
• Train, coach, and mentor new Recipient Support Specialists.
• Lead KPI reporting and contribute during team performance meetings.
• Support continuous process improvements and additional projects as assigned.

Required Qualifications

• Bachelor's degree or higher.
• Minimum 5 years of direct clinical cochlear implant experience, including troubleshooting and programming.
• Extensive knowledge of Advanced Bionics products and troubleshooting resources.
• Strong organizational and prioritization skills.
• Outstanding written, verbal, and presentation skills.
• Ability to build trusted relationships while delivering exceptional customer experiences.
• Strong computer proficiency including Microsoft Office and Salesforce.

Preferred Qualifications

• 5+ years of cochlear implant industry, manufacturer, or sales experience.
• Previous leadership, mentoring, or coaching experience.
• Knowledge of legacy cochlear implant devices and troubleshooting.
• Spanish and/or French language proficiency.
• Master's or Doctoral degree in a related clinical field.

Compensation

Salary Range: $91,200 – $114,000

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 market place. We guaranteeevery 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.