Sonova Group

Call Center Representative

• Lead optimization, configuration, and integration of Cisco/WebEx Contact Center with Salesforce Service Cloud to improve routing, case management, reporting, and agent workflows.
• Serve as the primary business owner for contact-center technology and ensure system performance, stability, and alignment with business needs.
• Identify system gaps, workflow friction points, and data breaks; design and drive system-enabled process improvements.
• Develop and maintain workforce planning and forecasting models using call, email, EDI, and web-interaction data to support accurate staffing decisions.
• Build and maintain dashboards, operational reports, and analytics used for SLA tracking, performance insights, and daily management.
• Partner with IT and vendors to translate business requirements into technical specifications, oversee testing, validate enhancements, and support deployment readiness.
• Support implementation of new contact-center tools, features, and system integrations, including change management, training, and communication.

Senior Analyst, Contact Center

Research Scientist

• Work with a team of scientists and engineers dedicated to advancing objective auditory measures research in cochlear implant technology.
• Help drive the research development towards clinical applications of using cochlear implants as sensors of physiological signals.
• Develop and validate objective measurement tools for cochlear implant systems to assess implant function, auditory pathway integrity, and improve patient outcomes.
• Design, implement, and validate objective CI diagnostic algorithms (e.g., impedances, evoked compound action potentials, eABRs, evoked cortical potentials, etc).
• Build robust, well-documented software measurement tools and analysis frameworks.

Research Scientist, Diagnostics

Account Manager

• Drive sales growth across the territory through regular customer visits, new-business development, and strategic territory planning
• Promote, demonstrate, and train customers on products, fittings, and software to ensure clinical confidence and product adoption
• Build and maintain strong, consultative relationships with customers while providing tailored product and business solutions
• Collaborate closely with Regional Directors, Key Account Managers, Inside Sales, Trainers, and Marketing to align on growth priorities
• Onboard new accounts effectively, including needs analysis, training, and establishing long-term success plans
• Ensure accurate documentation of customer interactions in CRM systems and full compliance with internal processes and regulatory requirements
• Consistently achieve sales targets, activity goals, and funnel progression metrics while representing the brand at regional and national events

Engineer

• Develop and coordinate manufacturing processes for new product introductions and product relocations across sites.
• Perform root cause analysis on materials, processes, and products to resolve issues and improve performance.
• Provide Design for Manufacturability (DFM) feedback to product design teams to optimize production readiness.
• Create and maintain documentation to support NPI efforts and ensure compliance with regulatory standards.
• Train production staff on new procedures and processes to ensure successful implementation.
• Support internal manufacturing projects and coordinate engineering builds.
• Utilize CAD tools to communicate design feedback effectively to cross-functional teams.
• Travel up to 15% including international

Engineer I – New Product Introduction

Administrative Assistant

• Provide full range of administrative services to the Senior Vice President of R&D while managing administrative operations for the R&D function
• Drive efficiency, facilitate communication, and ensure smooth day-to-day operations at both executive and departmental levels
• Manage SVP R&D calendar and travel logistics, coordinate, schedule, and document meetings
• Oversee comprehensive communication management
• Manage R&D department purchases and expense categorization
• Support HR-adjacent tasks and performance tracking
• Act as training delegate for the R&D department
• Plan and execute team building and celebratory events
• Occasional travel required for off-site events, approximately 3 times per year.

Executive Administrative Assistant – R&D

Payroll

• Support the Payroll Manager with the preparation and administration of payroll for all salaried and hourly employees
• Audit payroll processing reports for accuracy and ensure salaries are paid on time
• Prepare journal entries, ROEs, income tax forms, and government remittances
• Issue ad hoc, monthly, quarterly, and annual payroll and benefits reports as required
• Address employee inquiries regarding payroll and benefits in a timely and professional manner
• Administer salary increases, bonuses, commissions, and other compensation adjustments as directed
• Maintain detailed records and documentation of payroll functions for compliance and audit purposes
• Track and reconcile benefit contributions, including premiums and RRSP contributions, and liaise with HR and service providers to ensure accuracy
• Administer employee benefits, including enrollment, changes, and leave-of-absence coverage
• Monitor holiday and attendance records as required
• Collaborate with HR and other departments to ensure pay and personnel records remain accurate and up to date
• Reconcile benefit accounts and report variances for review
• Provide employees with information and support regarding benefit programs
• Other payroll and benefits administration duties as assigned

Payroll and Benefits Administrator

• Ensure that our ERP system is fully aligned with our business processes
• Drive continuous improvement and empower teams through training and clear documentation
• Act as a key interface between service operations and functions such as Finance, Engineering, SCM, SAP/IT, and Product teams
• Contribute functional expertise to SAP and IT projects to improve lead time, cost efficiency, and business model changes
• Support the development of aftersales service concepts for new products, channels, and business units
• Lead and strengthen a global community of regional and local key users and process owners
• Drive process documentation, standardisation, training, and knowledge transfer globally

Global Service Process Owner, SAP

Customer Support

• Deliver consistent, high-quality customer service via phone, email, and other channels, ensuring customer satisfaction and loyalty
• Accurately process orders and provide detailed product and service information
• Resolve customer inquiries, complaints, or issues efficiently, with a focus on first contact resolution
• Act as a trusted liaison between customers and internal teams, ensuring smooth communication and issue tracking
• Build and maintain strong, trust-based relationships with customers by understanding their needs and providing tailored solutions
• Record and manage customer interactions using relevant systems while ensuring data accuracy and confidentiality
• Collaborate with team members to identify process improvements and contribute to service excellence
• Uphold company values, policies, and standards while advocating for customers and supporting those with hearing loss

Customer Service Associate

Engineering Manager

• Lead and mentor a growing team of software engineers
• Set technical direction and drive architectural decisions
• Translate business needs into robust, scalable solutions
• Collaborate with teams across Marketing, Sales, Finance, and Product
• Deliver technical solutions with a strong focus on marketing technology integration
• Take an active hands-on role in development, including coding, debugging, and reviewing
• Ensure timely delivery of high-impact software projects
• Own performance reviews, career development, and foster a culture of innovation
• Create and maintain technical documentation (diagrams, architecture, integration specs)

Engineering Manager, Software Development

• Providing exceptional customer service in person, over the phone and by email
• Scheduling appointments and organizing files for the clinic’s Hearing Care Professionals
• Managing and maintaining client accounts while building relationships
• Working with insurance companies to ensure successful third-party billing operations
• Assist with cleanings and minor in-clinic device repairs – don’t worry, training provided!

Customer Care Representative

• Deliver better outcomes for cochlear implant recipients by driving feasibility research in hearing performance and remote care.
• Design and conduct early-stage research studies to evaluate novel concepts.
• Collaborate closely with internal R&D engineers, and with external clinics and academic researchers for study execution.
• Aid in the development of research software.
• Thrive in an interdisciplinary environment of researchers, clinicians, and technologists who are passionate about connecting patients to sound.

Research Scientist, Hearing Performance

Operations

• Responsible for overseeing the collection, analysis, and interpretation of clinical data to support regulatory submissions, post-market surveillance, and evidence generation
• Ensures data integrity, compliance with global regulatory standards (e.g., FDA, MDR, ISO 14155), and alignment with clinical research objectives
• Collaborates with cross-functional teams, including clinical operations, regulatory affairs, and biostatistics, to translate complex clinical data into actionable insights that drive product development, market adoption, and patient safety
• Develop, maintain, and enforce standard operating procedures (SOPs) and work instructions for clinical data management
• Design, develop, and manage clinical study databases in compliance with FDA regulations, Quality System Regulations (QSR), and Good Clinical Practices (GCP)
• Maintain clinical study hardware and software to support study execution
• Develop reporting strategies for interim and final clinical data analysis
• Establish reporting frameworks to monitor operational study performance and ensure data consistency across studies
• Work closely with Clinical Operations to align data management strategies with overall trial execution
• Provide guidance and mentorship to in-house and remote Clinical Data Management staff
• Foster a collaborative team environment and provide leadership to support high-quality data collection and analysis
• Build and maintain effective working relationships with other group companies in Sonova, to include providing support and guidance with respect to global clinical data operations
• Participate in resource forecasting and implement process improvements to enhance data management efficiency
• Stay current with industry trends and evolving regulatory requirements to ensure best practices
• Support other Clinical Research Department functions as needed to achieve department goals
• Other duties as assigned by your manager
• Travelling Requirement: up to 20%

Clinical Data Operations Manager

Executive Assistant

• Manage complex, multi-time-zone calendars for multiple APAC executives based in Singapore
• Prioritize meeting requests, resolve scheduling conflicts, and optimize time for strategic priorities
• Screen, draft, and respond to emails where appropriate, flag critical items for executive review
• Prepare briefing books, agendas, and pre-read materials for internal and external meetings
• Attend meetings when appropriate; capture accurate minutes, action items, owners, and due dates; drive follow-up
• Arrange domestic and international travel including air, rail, accommodation, visas, and itineraries for the leadership team
• Prepare, review, and submit expense reports; ensure compliance with travel policy and budgetary constraints
• Proactively mitigate travel risks (weather, visa changes, health advisories) and provide contingency options
• Manage Vendor and travel booking platform-Egencia Travel Management system; leverage to maintain and update users
• Acting as the point of contact between the executives and internal or external colleagues
• Serve as a credible liaison between executives and regional teams, partners, and customers
• Draft professional communications, presentations, and executive summaries
• Coordinate with regional leaders and cross-functional teams to synchronize initiatives
• Check invoices for purchases orders and delivery notes and assign invoices to Finance with approval
• Resolve discrepancies with vendors or internal teams
• Track action items and project milestones; follow up with owners to ensure timely completion
• Provide light project coordination for regional initiatives, events, town halls, and offsites
• Maintain and organize digital filing systems, meeting notes, and knowledge bases (e.g., SharePoint)
• Plan and execute APAC leadership meetings, offsites, and all-hands events and Global townhall
• Manage vendor relations, venues, logistics, catering, and on-site support
• Prepare periodic status updates, dashboards, and executive-ready reports as needed
• Monitor calendar effectiveness, travel spending, and productivity metrics; propose improvements
• Maintain strict confidentiality of sensitive information
• Ensure compliance with local regulations and company policy in all administrative activities

• Atención telefónica para consultas, reclamaciones, incidencias y pedidos
• Gestión y procesamiento de abonos administrativos en el sistema
• Resolución de incidencias en coordinación con otros departamentos (logística, comercial, order entry, entre otros)
• Soporte a los delegados comerciales en la gestión con clientes y coordinación de envíos de material
• Registro, seguimiento y resolución de incidencias en CRM (Salesforce), contribuyendo a la mejora continua

Customer Service – Temporary

Manager

• Develop, implement, and maintain company-wide Health & Safety policies aligned with UK law and Boots corporate standards.
• Lead audits and inspections across stores, clinical settings, and offices, ensuring full compliance with HSE and CQC requirements.
• Conduct risk assessments and implement effective mitigation plans.
• Monitor and report on safety performance, incident trends, and compliance metrics.
• Investigate accidents and near misses, identify root causes, and implement preventative actions.
• Deliver Health & Safety training tailored for audiologists, retail colleagues, and support teams.
• Provide expert advice to senior leaders on compliance, wellbeing, and continuous improvement.
• Drive engagement in safety initiatives, embedding a proactive “safety-first” culture across the organisation.