Senior Recipient Support Specialist

Sonova Group

Senior Recipient Support Specialist at Advanced Bionics providing technical and clinical support for cochlear implant recipients. Collaborating with various teams to ensure exceptional recipient outcomes.

Posted 7/17/2026full-timeRemote • California • 🇺🇸 United StatesSenior💰 $91,200 - $114,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates extensive clinical expertise in cochlear implant support, troubleshooting, and programming, while effectively communicating with recipients and collaborating with clinical teams to enhance customer satisfaction and outcomes.

Highest-signal resume keywords

Cochlear Implant TroubleshootingAdvanced Bionics Product KnowledgeCustomer Experience ManagementLeadership and MentoringMicrosoft Office Proficiency

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Cochlear Implant ProgrammingTechnical SupportBluetooth Connectivity TroubleshootingDevice SetupKPI ReportingClinical DocumentationDigital Consumer PlatformsService Quality AssessmentProcess ImprovementRecipient Education

Soft Skills

Organizational SkillsPrioritization SkillsWritten CommunicationVerbal CommunicationPresentation SkillsRelationship Building

Tools & Technologies

SalesforceMicrosoft TeamsZoomMyABOnline

Industry Keywords

Cochlear Implant IndustryClinical SupportRecipient SatisfactionConsumer ApplicationsService Contracts

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

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
5+ years of cochlear implant industry, manufacturer, or sales experience (preferred)
Previous leadership, mentoring, or coaching experience (preferred)
Knowledge of legacy cochlear implant devices and troubleshooting (preferred)
Spanish and/or French language proficiency (preferred)

Benefits

Comp & perks

Health insurance
401(k) matching
Flexible working hours
Professional development opportunities