As Global Technical Service Manager, you will play a critical role in shaping and optimizing Sonova’s global technical service, repair, and refurbishment operations across our Consumer Hearing Business. Working at the intersection of Operations, Engineering, Quality, Procurement, and external service partners, you will drive service excellence throughout the full product lifecycle — from product introduction to repair, refurbishment, and continuous improvement initiatives.
This role combines technical service leadership with strong operational and commercial responsibility. You will oversee global service operations, manage vendor performance and SLAs, and drive Sonova’s Circular Economy & 3R Strategy (Repair, Refurbish, Replace), with a strong focus on improving refurbishment yields of premium products and reducing scrap rates globally.
In return, you will join a highly collaborative international environment where you can influence global processes, shape sustainable service strategies, and contribute to delivering exceptional customer experiences worldwide.
More about the role
• Drive and optimize global repair, refurbishment, and technical service operations across EMEA, AMER, and APAC
• Own and manage the global technical service operational budget and support vendor pricing and procurement activities with key global partners
• Lead Sonova’s Circular Economy & 3R Strategy by improving refurbishment yields and reducing Beyond Economical Repair (BER) scrap rates
• Oversee and enforce Service Level Agreements (SLAs), turnaround times (TAT), repair yields, and operational KPIs across global external service partners
• Collaborate closely with R&D, Engineering, and Quality teams to improve serviceability during product development and lifecycle management
• Lead technical problem-solving activities including defect analysis, CAPA support, and process improvement initiatives
• Develop and implement standardized repair processes, SOPs, technical documentation, and global technical training programs
More about you
• Bachelor’s degree in Electrical Engineering, Electronics Engineering, Audio Engineering, or a related technical field
• Several years of experience in technical service, repair operations, after-sales support, or product service management within hardware or consumer electronics environments
• Strong understanding of repair, refurbishment, reverse logistics, and service operations processes
• Experience managing global service partners, vendors, and operational performance in an international environment
• Knowledge of quality standards, CAPA, root cause analysis, and continuous improvement methodologies
• Strong commercial and operational mindset with experience managing budgets, KPIs, and vendor relationships
• Excellent stakeholder management and communication skills with the ability to collaborate across functions and regions
• Fluent English skills, both written and spoken
More about what we offer
As one of the world’s leading hearing care providers headquartered in Switzerland, we’re committed to building an inclusive culture. We want to create an environment where you can balance a successful career with your commitments and interests outside of work, through our flexible hybrid working model. We offer a wide range of training opportunities for both your professional and personal development, and there are exceptional growth opportunities with individual development plans.
Around 25% of the world’s population is living with hearing loss. At Sonova, we envision a world where everyone enjoys the delight of hearing and lives a life without limitations. From personal audio devices and wireless communication systems to audiological care services, hearing aids, and cochlear implants. Our product brands – Phonak, Unitron, Sennheiser (under license), and Advanced Bionics – create compelling new products to offer the optimal solution for an ever growing consumer base through our globally diversified sales and distribution channels, including our well established global audiological care business. With a presence in over 100 countries and more than 19,000 employees, we leverage our global infrastructure and local roots. We aim for an inclusive work environment and culture that fosters a good balance of family and work-life for everyone. Our workforce is made up of 110 nationalities across 4 generations.
In 2006, Sonova founded the non-profit Hear the World Foundation, which seeks to give children living with hearing loss access to audiological care in low- to middle-income countries.
