Global Technical Service Manager

Aurora, IL

Technical Service Manager

Purpose of role: As Technical Service Manager Americas you belong to our Customer Service organisation and join the Global Service Team: an interdisciplinary team of specialists, developing services and systems for our international entities to enable our company engaging with our consumers and customers throughout all aspects of their journey with our products, apps and services!

It will be your role, to establish a consumer-oriented technical service operations for our businesses in North Americas. Therefore you will coordinate across departments and will manage external partners to run our repair and refurbishment operations. You will closely align with your Technical Service colleagues from EMEA and APAC to achieve synergies when balancing our global standards with local operations. You will be a conduit to enable our organisation to answer current challenges of the CE after-sales markets and will help our global technical service operations to face future trends well prepared!

Our Offer to You:

• Improving the quality of life of millions of people suffering from hearing loss
• A challenging and motivating assignment as part of a dynamic team
• Modern mindset and processes, accommodating flexible working conditions
• Opportunities for further responsibilities and support for further training and development
• A company that values diversity and inclusion
• Sonova’s outstanding opportunities and career growth

Main Tasks and Responsibilities:

• Provide Product Repair Services to customers (B2C, B2B), i.e. technical repair or replacement processes, including Refurbishment operations
• Ensure high customer satisfaction, accounting for consumer expectations per local market and per product category
• Manage service providers to conduct our regional technical service operations
  • Ensuring compliance with CHB business process and application ecosystem, e.g. ServiceNet, Service Information, JDE Standards, and more
  • Governance of operational performance KPIs, e.g. NPS, CSAT, TAT
  • Governance of Partners commercial KPIs
  • Compliance with relevant official regulations for consumer warranty services
• Continuously innovate technical service operations in collaboration with your direct manager to ensure execution of CHB business strategies

Global responsibilities: are shared with Technical Service managers for EMEA and APAC, they ensure global standards for e.g. workflows and documentation, internal collaboration with other departments or participation in product development projects

• Create script and routines for auditing internal and external service providers
• Uphold global standards for Standard Operation Procedures (SOP), for administrative workflows, for defect device test procedures, incl. error diagnosis software handling, incl. usage of machinery
• Create technical disassembly/assembly instructions, ensuring compliance with work safety regulations for employees
• Ensure up-to-date maintenance of replacement device per product, per country/region
• Facilitate efficient recovery of returned devices, e.g. hand-over to refurbishment processes, or hand-over to supplier warranty return processes
• Processes to ensure timely turnaround of critical feedback / critical samples to SQ and R&D
• Participate in Engineering Product development projects (MIND)
• Foster consumer-oriented functionalities to provide efficient serviceability of our products throughout their lifecycle
• Define Technical Service requirements for launch and end-of-life activities
• Participation in Product Development projects to facilitate incorporation of product repair service abilities and features to ensure operability of product repair service processes
• Increase the awareness of serviceability requirements

Education and Skillset:

• Bachelor’s degree or equivalent work experience required. Electrical engineering degree preferred
• +5 year in Customer Service / Technical Service in Consumer Electronic industry
• Experienced in coordinating technical service operations
• Experienced in leading successful project teams
• Experienced in managing internal stakeholders to ensure objects are achieved
• Entrepreneurial mindset
• Strong analytical and critical thinking skills
• Advanced proven skills in deploying and administrating customer service IT-systems
• In-depth understanding of Consumer Electronic product markets
• In-depth understanding of business functions and roles, their interdependencies and requirements
• Comfortable in working in international interdisciplinary teams  
• Proficient user of IT systems, ERP systems, MS365 Office
• 5-15% Travel

Don't meet all the criteria?  If you’re willing to go all in and learn we'd love to hear from you! 

We are looking forward to receiving your application via our online job application platform. For this position only direct applications will be considered. Sonova does not recruit via app, telegram, carrier pigeon or any other format that does not include speaking with an actual human. If you are offered a job without speaking with someone please contact wholesale.HR@Sonova.com

Health Benefits and Perks:

• Medical, dental and vision coverage*
• Health Savings, Health Reimbursement, Flexible Spending/Dependent Care Accounts
• TeleHealth options
• 401k plan with company match*
• Company paid life/ad&d insurance
  • Additional supplemental life/ad&d coverage available
• Company paid Short/Long-Term Disability coverage (STD/LTD)
  • STD LTD Buy-ups available
• Accident/Hospital Indemnity coverage
• Legal/ID Theft Assistance
• PTO, floating Diversity Day, & paid holidays*
• Paid parental bonding leave
• Employee Assistance Program (24/7 mental health support hotline, 5 company paid counseling sessions and more)
• Robust Internal Career Growth opportunities
• Tuition reimbursement
• Hearing aid discount for employees and family
• Internal social recognition platform
• D&I focused: D&I council and employee resource groups

*Plan rules/offerings dependent upon group Company/location.