Job Description
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
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.Company Description
Who we are
In a life without sound, our work provides meaning. As a leading provider of innovative hearing care solutions, we are not just a company that makes products: we are a team on a mission to help people enjoy the delight of hearing. To enable a life without limitations, we – through our core business brands Phonak, Unitron, Hansaton, Advanced Bionics and AudioNova – develop, manufacture and distribute solutions that push the limits of technology and redefine the future of our industry