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Audiology Technical Support Manager

Apply now Job no: 610041
Work type: Permanent
Location: Centennial, Colorado
Categories: Audiology, North America, People Manager

Job Title:      Audiology Technical Support Manager

Change people’s lives and love what you do!  Cochlear develops world-leading medical devices that help people hear. As the top 100 medical device company and market-leader in implantable hearing devices, more people choose a Cochlear-branded cochlear implant system than any other. 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.

About the role

In order to help Cochlear support cochlear implant recipients we are recruiting for an Audiology Technical Support Manager in our Americas head office based in Centennial, CO.

To be successful in this role you’ll be able to provide Clinical Technical Support, Clinical Software Support, Field Issue Investigation and manage a team of 8. You’ll work collaboratively with the Field sales organization, Quality, Customer Experience, Marketing and IT to provide strong on-going support for Cochlear’s products. This leadership role is responsible for hiring and maintaining technical support talent as well, provide direction and ensure effective training of support staff as well as provide world-class product and software support to the customer base.

In this role you'll have the opportunity to make a significant contribution to Cochlear's successful history of innovation by applying your knowledge of medical device technical support and proven project management skills. You'll know you've been successful in this role when you've built trust with the business and are able to make decisions and overcome obstacles in the name of providing a seamless customer experience.

Key Responsibilities

  • Acute Clinical Support – Accountable for the daily on-call function at Cochlear, including staffing, shift management, quality and timeliness of responses to customers.
  • Promotes value of on-call technical services throughout the organization and to the customer base
  • Clinical Software Support – Accountable for the daily clinical software support function including staffing, scheduling and support tools and global software documentation. Ensures timely and impactful reporting of metrics for visibility across the business
  • Leverages methods of technical support across the medical and non-medical industries and applies to the support of auditory implantable devices.
  • Field Issue Investigation- Launch investigations into issues related to products early in the product life cycle or when upgrades to product occur.
  • Works collaboratively with internal and external stakeholders to deliver corrections to field issues in the form of software updates/patches, hardware modifications and training.

Key Requirements

To add value to Cochlear in this role you'll be able to demonstrate the following skills and experience in your application and at interview:

  • Bachelor’s Degree or higher, preferably in Audiology or IT or other related medical field.
  • Proven project and people management skills.
  • Five years of industrial or clinical experience in auditory implantable devices highly preferred.
  • Excellent written and verbal communication skills.
  • Strong planning, organizing and team-building skills.
  • Good problem solving and root-cause analysis skills.

Apply now by completing your application form online. Cochlear is an equal employment opportunity organization. Applicants must meet the job specific application criteria to be considered.

Working at Cochlear Americas:

  • Work with dedicated and passionate colleagues to help more people hear
  • Highly collaborative global team environment
  • Opportunities for growth and development
  • Competitive salary and bonus
  • Comprehensive benefits including medical, dental, vision, life insurance, retirement plans, paid holidays/vacation, tuition reimbursement, and extended Paternity Leave.
  • State of the art facility with great work/life balance conveniences (onsite gym, wellness programs, dry cleaning services, company-sponsored monthly food truck and more!)

Cochlear Globally:

Cochlear pioneered and is the global leader in the research and development, manufacture and marketing of implantable hearing solutions. Cochlear’s global headquarters is located in Sydney, Australia where we design and manufacture the leading cochlear implant devices in the world. A success story in the commercialization of R&D, Cochlear has more than 60% share of the global market, employs more than 3,500 people worldwide, operates directly in over 20 countries and sells in over 100 countries. We have provided more than 550,000 implantable devices, helping people of all ages to hear and connect with life’s opportunities. Cochlear can offer:

  • The Work - A high impact job supporting world leading technology
  • The Organization – A global leader in active implantable medical device hearing technology
  • The Opportunity – To make a difference to the quality of people's lives and grow your career

As a world-leader in innovative medical devices, Cochlear encourages continuous learning for employees. Visit www.cochlear.com/careers for more information.

Cochlear Americas is an Equal Opportunity, Affirmative Action Employer and provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, marital status, veteran status, or any other characteristic protected by federal, state or local lawIn addition, Cochlear 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 303-264-2349.

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