Senior Recipient Support Specialist
About The Position
At Advanced Bionics, we believe hearing has the power to connect people to life's most meaningful moments. As a global leader in cochlear implant technology, we're committed to delivering innovative solutions and exceptional support to recipients worldwide. We're seeking an experienced Senior Recipient Support Specialist to serve as a subject matter expert in cochlear implant support, helping recipients maximize the benefits of their Advanced Bionics technology while delivering an outstanding customer experience. If you're passionate about patient care, clinical education, troubleshooting complex technology, and mentoring others, we'd love to hear from you.
Requirements
- Bachelor's degree or higher.
- Minimum 5 years of direct clinical cochlear implant experience, including troubleshooting and programming.
- Extensive knowledge of Advanced Bionics products and troubleshooting resources.
- Strong organizational and prioritization skills.
- Outstanding written, verbal, and presentation skills.
- Ability to build trusted relationships while delivering exceptional customer experiences.
- Strong computer proficiency including Microsoft Office and Salesforce.
- Fluent in English.
Nice To Haves
- 5+ years of cochlear implant industry, manufacturer, or sales experience.
- Previous leadership, mentoring, or coaching experience.
- Knowledge of legacy cochlear implant devices and troubleshooting.
- Spanish and/or French language proficiency.
- Master's or Doctoral degree in a related clinical field.
Responsibilities
- Provide expert technical and clinical support to Advanced Bionics cochlear implant recipients through phone, video, chat, email, text, Microsoft Teams, and Zoom.
- Troubleshoot cochlear implant devices, accessories, Bluetooth connectivity, consumer applications, and online portals.
- Guide newly implanted recipients through product orientation, rehabilitation resources, device setup, and ongoing product education.
- Partner closely with Customer Service, Clinical Specialists, Audiologists, and Field Teams to ensure exceptional recipient outcomes.
- Assist recipients with myABOnline and other digital consumer platforms.
- Assess recipient satisfaction and identify opportunities for equipment upgrades, accessories, service contracts, or second-side implantation discussions.
- Document recipient interactions and communicate recommendations with clinical teams when appropriate.
- Maintain exceptional recipient satisfaction while meeting key performance indicators (KPIs) related to service quality and responsiveness.
- Serve as the first point of escalation for complex recipient questions and technical issues.
- Train, coach, and mentor new Recipient Support Specialists.
- Lead KPI reporting and contribute during team performance meetings.
- Support continuous process improvements and additional projects as assigned.
Benefits
- Opportunity to support recipients during life-changing moments
- Mentor fellow team members
- Influence the future of recipient care
- Work with one of the industry's most innovative cochlear implant manufacturers
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What This Job Offers
Job Type
Full-time
Career Level
Senior
