Job Description

Are you ready to champion audiological excellence? Your mission is to elevate customer satisfaction by bringing unparalleled professionalism and care to the world of hearing health. You will be the bridge between cutting-edge technology and human impact—providing expert product training, technical services, and robust sales support to ensure absolute success for our customers and patients.

You will base in Singapore, directly report to Patient Success and Audiology Manager.

More about the role:

As a key member of our team, you will lead the customer satisfaction by providing the following services to our customer and that will include but not limit to the followings:

Training & Education

• Training: Create and execute high-impact, engaging training sessions for customers, clinical clients, and internal sales/audiology teams focusing on product features, advanced fitting software, and practical clinical applications.
• On-Site/Off-Site Expertise Support customers, covering everything from installation and operation to troubleshooting and preventive maintenance of the fitting software.
• Educational Events: Organize dynamic workshops, webinars, seminars, and hands-on interactive sessions to maximize product knowledge and utilization.
• Internal Alignment: Ensure all internal technical and support staff are continuously trained and up-to-date on the latest Phonak, Unitron, Roger/FM portfolio, and software.

Clinical & Commerical Growth

• Drive Growth: Actively boost the take-up rate of Phonak, Unitron, and Roger across your assigned accounts while maintaining an exceptionally high annual audiology rating.
• Account Ownership: Take accountability and ownership of sales, products, and services across all channels for your assigned accounts.
• Strategic Collaboration: Partner closely with sales and marketing teams to inject audiological expertise into strategic client meetings, major product launches, and promotional events to align clinical excellence with business goals.
• Brand Ambassador: Represent the company and present insights at professional conferences, trade shows, conventions, and industry events.

Customer Support & Excellence

• Complex Problem Solving: Serve as the go-to expert for complex audiological and technical questions, supporting customers with challenging patient fittings.
• Seamless Support: Manage audiology-related customer orders and proactively support general hearing instrument sales and marketing initiatives.
• Issue Resolution: Handle customer complaints with diligence by logging them into the CRM, investigating root causes, and delivering swift, effective solutions to achieve closure.
• Roger Specialist Drive Roger fittings and sales initiatives across Singapore.

Content & Administration

• Content Creation: Work with Marketing Team to develop and review innovative concepts, training materials, and presentations tailored for specific product rollouts or roadshows.
• Marketing Review: Assist in preparing and reviewing marketing materials, texts, and brochures to guarantee clinical relevance and absolute technical accuracy.
• Data Diligence: Consistently file trip reports in the CRM and regularly share customer insights with the wider team to boost internal resources for hospital and private clients.

More about you:

You are a strategic thinker with a passion for driving innovation in a complex, global environment. You thrive on organizational challenges and are comfortable navigating uncertainties with a proactive mindset.

• Education & Experience: You hold a Bachelor’s or Master’s degree in Audiology, including at least 5 years’ experience with the hearing aids industry or as a Clinical Audiologist.
• Core Competencies: You have a proven track record of in-depth, expert level knowledge of Audiology, Hearing Aids, clinical applications and fitting techniques.
• Personal Growth You possess strong self-awareness, regularly self-driven with a proven ability to thrive under pressure and analyse complex problems.
• Social & Communication: You are a skilled communicator who can adapt your style to different target groups. You facilitate deep and genuine passion for customer care.
• Skills: You are proficient in English (oral and written) and additional regional languages are a plus as you will be handling customers of all races. You should also be proficient with MS Office 365 and SAP system.

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.

Sonova is an equal opportunity employer.

We team up. We grow talent. We collaborate with people of diverse backgrounds to win with the best team in the marketplace. We guarantee every person equal treatment in regard to employment and opportunity for employment, regardless of a candidate's ethnic or national origin, religion, sexual orientation or marital status, gender, genetic identity, age, disability or any other legally protected status.