Aud Fitting Support Advisor (Remote)

Position:

Audiology Fitting Support Advisor

Reports To:

Manager, Audiology Fitting Support

Department/Division:

Technical Support Services

Work Location:

Bloomington, MN

Job Code/Classification

Revised:

September 2022

PURPOSE OF POSITION

To provide audiological and technical support to customers through hearing aid fitting assistance and providing product information and troubleshooting assistance for current and discontinued product lines and multiple software platforms.  

JOB DUTIES & RESPONSIBILITIES (Key Result Areas)

• Technical support for current and discontinued product lines including answering hearing aid fitting questions, providing product information and troubleshooting assistance, and solving software/hardware issues  on multiple software platforms using varied programming interfaces.
• Interaction with Customer Service, Quality Engineering, Product Management, Research and Development, Software Engineering and Sales to ensure quality and customer satisfaction.
• Report software and product discrepancies to local Product Management. In conjunction with Product Management, escalate any discrepancies to Global Audiology, Software Engineering, Research & development or Quality Engineering, and assist in resolving such matters.
• In conjunction with local training teams and product management, conduct internal product and software training.
• Work as member of Sales/Training/Customer Service/Technical Support team to optimize sales efforts.
• Document customer interactions in systems designated by the company.
• Act as audiologic support and training resource for internal and external customers when needed.
• Maintain current knowledge through continuing education regarding audiologic, amplification and computer hardware/software issues.  
• Complete all product related training as directed by technical support management to stay current on new product releases across channels.
• Short-term technical projects.

PERFORMANCE EXPECTATIONS

• Follow all company and department policies and procedures. 
• Meet all performance and behavior expectations outlined in the company performance appraisal and / or communicated by management. 
• Perform responsibilities as directed achieving desired results within expected time frames and with a high degree of quality and professionalism.
• Follow good safety practices in all activities. 
• Establish and maintain positive and productive work relationships with all staff, customers and business partners.
• Demonstrate the behavioral and technical competencies necessary to effectively complete position responsibilities. 
• Take personal initiative for technical and professional development.
• Safeguard sensitive and confidential Company information.

QUALIFICATIONS

Education:

• Masters or Doctoral degree in Audiology

Experience:

• State Licensure, CCC-A, or equivalent
• 2 + yrs experience in clinical Audiology and Hearing Instrument Dispensing
• Experience with GN products preferred
• Hearing aid manufacturing and/or industry experience preferred

Knowledge and Skills:

• Excellent verbal, written communication and interpersonal skills
• Strong fitting and dispensing skills
• Excellent organizational skills with careful attention to detail and timely follow-through
• Demonstrated troubleshooting ability and creative thinking strategies
• Ability to cover and shift between a multitude of tasks
• Strong Microsoft Office Suite and computer skills 

OTHER INFORMATION

Direct reports:

None

Indirect reports:

None

Working Environment:

Home office or open office environment (as applicable)

Physical Demands:

Sitting most of the day

External communication and contacts:

GN customers

Internal communication and contacts:

Interacts primarily with GN North America employees, Inter-company communications via phone, email, & Microsoft Teams with employees