Sonova Group
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Aurora, IL | Hybrid | 10am to 7pm Monday - Friday with some Saturdays | Must be willing to work Christmas Eve and the day after Thanksgiving
Manager, Customer Support
Purpose of role:
Responsible for direct management of Customer Support team within the Customer Support Organization. Responsibilities
Accountable for leading Customer Support; ensuring timely and accurate resolution of customer inquiries and concerns Identify opportunities and execute change to develop a consistent, scalable, service model which is a sustainable completive advantage for Phonak Act as a resource to sales, training, workforce/quality management Explore opportunities to improve capacity, utilization, and drive superior Customer Support. Offer innovative solutions to issues that impact our employees and customers Improve performance by raising efficiency and exploring new technology and process improvements Prepare reports and analyze call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction Organize staff to support workforce management, customer call patterns and new product introduction. Delegation of work responsibilities Collaborate and support Trainers to ensure team members are thoroughly trained, up-to-date and knowledgeable on all Phonak products, software, services and competition. Work with Product Management Handle escalated and complex customer inquiries/concerns Manage, motivate, engage, and develop Service Team Responsible for recruiting and hiring of new personnel Collaborate with Customer Support management team to develop meaningful and actionable metrics enabling a continuous improvement environment More about you
High School diploma or equivalent work experience, Bachelor’s Degree preferred Minimum 2 year of management experience Minimum 5 years’ experience in a Customer Support environment or relevant work experience 2 years of SAP or another ERP required, Sales Force.com experience a plus Proven ability to manage and motivate employees Passionate about servicing customers Previous experience with Work Force Management system Demonstrated ability to adjust priorities and manage time in a fast paced environment A minimum of 200Mb/sec download and 10Mb/sec upload speed internet connectivity is required to support any remote/hybrid employee functionality at Sonova. This role's pay range is between: $85,000-$108,000 (compensation range depends on years of experience and location). This role is also bonus eligible. What we offer
Medical, dental and vision coverage* Health Savings, Health Reimbursement, Flexible Spending/Dependent Care Accounts TeleHealth options 401k plan with company match* Company paid life/ad&d insurance
Additional supplemental life/ad&d coverage available
Company paid Short/Long-Term Disability coverage (STD/LTD)
STD LTD Buy-ups available
Accident/Hospital Indemnity coverage Legal/ID Theft Assistance PTO (or sick and vacation time), floating Diversity Day, & paid holidays* Paid parental bonding leave Employee Assistance Program (24/7 mental health support hotline, 5 company paid counseling sessions and more) Robust Internal Career Growth opportunities Tuition reimbursement Hearing aid discount for employees and family Internal social recognition platform D&I focused: D&I council and employee resource groups Plan rules/offerings dependent upon group Company/location. 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.
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Responsible for direct management of Customer Support team within the Customer Support Organization. Responsibilities
Accountable for leading Customer Support; ensuring timely and accurate resolution of customer inquiries and concerns Identify opportunities and execute change to develop a consistent, scalable, service model which is a sustainable completive advantage for Phonak Act as a resource to sales, training, workforce/quality management Explore opportunities to improve capacity, utilization, and drive superior Customer Support. Offer innovative solutions to issues that impact our employees and customers Improve performance by raising efficiency and exploring new technology and process improvements Prepare reports and analyze call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction Organize staff to support workforce management, customer call patterns and new product introduction. Delegation of work responsibilities Collaborate and support Trainers to ensure team members are thoroughly trained, up-to-date and knowledgeable on all Phonak products, software, services and competition. Work with Product Management Handle escalated and complex customer inquiries/concerns Manage, motivate, engage, and develop Service Team Responsible for recruiting and hiring of new personnel Collaborate with Customer Support management team to develop meaningful and actionable metrics enabling a continuous improvement environment More about you
High School diploma or equivalent work experience, Bachelor’s Degree preferred Minimum 2 year of management experience Minimum 5 years’ experience in a Customer Support environment or relevant work experience 2 years of SAP or another ERP required, Sales Force.com experience a plus Proven ability to manage and motivate employees Passionate about servicing customers Previous experience with Work Force Management system Demonstrated ability to adjust priorities and manage time in a fast paced environment A minimum of 200Mb/sec download and 10Mb/sec upload speed internet connectivity is required to support any remote/hybrid employee functionality at Sonova. This role's pay range is between: $85,000-$108,000 (compensation range depends on years of experience and location). This role is also bonus eligible. What we offer
Medical, dental and vision coverage* Health Savings, Health Reimbursement, Flexible Spending/Dependent Care Accounts TeleHealth options 401k plan with company match* Company paid life/ad&d insurance
Additional supplemental life/ad&d coverage available
Company paid Short/Long-Term Disability coverage (STD/LTD)
STD LTD Buy-ups available
Accident/Hospital Indemnity coverage Legal/ID Theft Assistance PTO (or sick and vacation time), floating Diversity Day, & paid holidays* Paid parental bonding leave Employee Assistance Program (24/7 mental health support hotline, 5 company paid counseling sessions and more) Robust Internal Career Growth opportunities Tuition reimbursement Hearing aid discount for employees and family Internal social recognition platform D&I focused: D&I council and employee resource groups Plan rules/offerings dependent upon group Company/location. 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.
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