Senior Recipient Support Specialist
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Job Description
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.
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.
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
- 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:
- Health insurance
- 401(k) matching
- Flexible working hours
- Professional development opportunities
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