Audiologist, Field Support

Peninsula, CA

Posted: 08/15/2018 Employment Type: Direct Hire Industry: Medical Device Job Number: JOS000007957

Field Audiologist: 

 SUMMARY: The Company Commercial Team is looking for an Audiologist Technical Support to act as our frontline
expert troubleshooting hardware and software related issues across the Company's product portfolio.
A subject matter expert positioned to provide customer service and support to the Company device end user, customer site and field personnel.

This individual is an experienced audiologist looking for the opportunity to hang up their travel gear, their clinical smock and be part of an
elite group of audiologists based out of northern California that will help us transform the world of hearing.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following (other duties may be assigned as necessary):
1. Act as the primary point of contact for assigned customers and field personnel.
2. Act as the backup point of contact for customer assigned to teammates.
3. An advocate to the customer, working with a making it right with the customer approach.
4. This individual will act as the conduit between the customer and MFG/R&D for customer satisfaction and product reliability issues.
5. Leveraging their Audiology expertise this individual will provide exceptional customer care via phone, email, and/or social media.
6. Manages customer escalation systems to support assigned accounts.
7. Provides troubleshooting support to customers using our ELF proprietary Fitting software.
8. Provides guidance, training and cross training to other employees by developing documentation and training materials
9. Provides Operational Support to Field Personnel
10. Provides Pre- and Post-Order support to the Company internal and external customer base as needed.
11. Preferred experience in all facets of system development life cycles using sound software engineering principles. 
12. This individual will be managing support issues related to software and or connectivity issues.
13. Expert in sound processor embedded firmware, fitting software, Bluetooth communication firmware and iOS mobile apps
14. Create well-defined, reusable failure scenarios for new applications and enhancements
15. Prepare user scenarios workflows and troubleshooting guides.
16. Report status/progress to Team Lead, release coordinators and project team members as needed.
17. Act as liaison and conduit between customer and internal teams on new features, enhancements and provide timely feedback to teams on customer complaints and trends.
18. The ability to navigate and perform basic Windows 7 or newer troubleshooting and configuration is of paramount importance
19. Prepares reference for users by writing operating instructions.

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill,
and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
1. Passion for helping people.
2. Demonstrated patience, empathy and professionalism in stressful situations.
3. Excellent communication and people skills.
4. Exceptional listening skills to quickly assess and address caller’s needs.
5. Critical-thinking and problem-solving skills.
6. Detailed personality with excellent record keeping skills, exceptional attention to detail.
7. The ability to interact professionally at all times with end-users, physicians, site audiologists as well as collaborate and work with team members.
8. The drive to help individuals with hearing loss with a unique, new technology are all key.
9. Experience with real-time software application and systems design and development is a plus.
10. Demonstrated experience in managing internal and external development resources to achieve product development goals.
11. Excellent verbal and writing skills, leadership skills and collaborative orientation.
12. Familiarity with Software tools and troubleshooting experience.
13. Ability to step through a linear analysis of complex technical issues and to identify problems and suggest solutions in a logical manner.
14. Ability to actively listen, ask meaningful probing questions and the ability to break business processes into simplified steps

EDUCATION and/or EXPERIENCE: • Masters or Doctoral degree in Audiology. Doctorate of Audiology preferred. • Current Audiology license • Current hearing aid dispensing license is a plus •
Project Management Experience a plus • Prior experience working in an ENT or Otologist office a definite plus.

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