Contingent Audiology & Lab Support | Hybrid

Who we are

In a life without sound, our work provides meaning. As a leading provider of innovative hearing care solutions, we are not just a company that makes products: we are a team on a mission to help people enjoy the delight of hearing. To enable a life without limitations, through our core business brands – Advanced Bionics, Audiological Care, Phonak, Sennheiser (under license) and Unitron – we develop, manufacture and distribute solutions that push the limits of technology and redefine the future of our industry.

Mississauga, Ontario

Audiology & Lab Support | HYBRID CONTINGENT ROLE

Job Summary

The position of Audiology and Lab Support is responsible for providing technical fitting support and advice to internal and external stakeholders, as well as troubleshooting devices sent in for repair. Calls are made to advise/support clients on products that have come through the lab. This position also involves supporting customers calling in with technical questions and remake requests. It is a hybrid position, split between working 3 days a week in the office and 2 days a week from home.

Key Accountabilities

1. Provides technical fitting support via telephone and email.
2. Resolves customer complaints and problems related to all Sonova devices seen in the lab.
3. Keeps informed on new technologies as it relates to hearing aids.
4. Liaises with production manager and staff to resolve fitting problems.
5. Is the key advisor for internal and external sales & support staff on custom products.
6. Makes outbound calls to follow-up on queries related to product repairs.

Supervision

1. Works independently, but with support from Audiology Support colleagues when needed.

Resources

1. Product support materials, and access to Sonova knowledge databases.
2. Access to custom product build software to assist in advising on fit issues.

Job Specifications and Qualifications

1. Qualified Hearing Instrument Specialist.
2. Member of OAQ/AHIP.
3. Bilingual (French/English) is a strong asset.
4. Must be able to work from Sonova’s Mississauga office on a daily basis if needed (3 days minimum per week).
5. In-depth knowledge of hearing aids, including custom products.
6. 1 year minimum of clinical experience.
7. Ability to handle and resolve customer complaints diplomatically, over the phone and in writing.
8. Ability to work independently and as part of a team.
9. Good knowledge of technologies and Bluetooth.
10. Good time management and being able to prioritize tasks.

A minimum of 200Mb/sec download and 10Mb/sec upload speed internet connectivity is required to support any remote/hybrid employee functionality at Sonova.

Don't meet all the criteria? If you’re willing to go all in and learn we'd love to hear from you!

We are looking forward to receiving your application via our online job application platform. For this position only direct applications will be considered. Sonova does not recruit via app, telegram, carrier pigeon or any other format that does not include speaking with an actual human. If you are offered a job without speaking with someone please contact wholesale.HR@sonova.com.

What we offer:

1. Exciting and challenging work environment.
2. Collaborative culture.
3. Opportunities for continuous self-improvement.
4. Opportunities for flexible hybrid model work environment.
5. A company that values diversity and inclusion.
6. Rich benefits plan including wellness benefit, paramedical (massage therapist, naturopath, etc.) and competitive compensation including variable component and employer match on pension contributions.
7. Mentorship program and career development plans.

Sonova Canada is now a certified Great Place to Work May 2024- May 2025.

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.