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, Connect Hearing, and Advanced Bionics - develop, manufacture and distribute solutions that push the limits of technology and redefine the future of our industry. Our talented and committed employees all over the world know they contribute to something greater than themselves - they create sense.

The Way We Work

At Sonova we value our employees and prioritize their well-being. We believe people do their best and most innovative work in an inclusive environment that provides opportunities for engagement and collaboration across teams while offering flexibility in how work gets done. We designed our work model team by team, empowering teams to customize a working environment that balances individual team needs with business outcomes. By offering work options, we foster more flexible and individualized time management, contribute to a healthy work-life integration, increase employee satisfaction, build meaningful partnerships at work, and calibrate productivity to acknowledge you have a life outside of work. Sonova has chosen a HYBRID WORK MODEL- Customized by team that keeps our employees motivated and engaged.

Sonova Values

At Sonova, we come to work every day knowing that continuous innovation across all disciplines, our shared engagement as a team and our responsible approach to all things we do, brings the delight of hearing to millions of people: to hear better, to listen to music, to communicate effortlessly with friends and loved ones, and to fully enjoy life with all its great variety of sounds. In doing so, our shared core values reflect the corporate culture that defines and unites us as a company across all brands and regions.

1. We Care -- We care for our employees, customers and consumers,as well as our shareholders and society.
2. We drive innovation -- We courageously pioneer new ideas and approaches to come up with impactful innovations, to delight customers and consumers.
3. We strive for excellence -- We act with agility. We aim to excel. We are continuously working on improving products, services, processes and skills, to realize growth.
4. We take accountability -- We deliver on our commitments. We take accountability to provide outcomes in agreed quality and time, always acting with integrity.
5. We build the best teams -- We team up. We grow talent. We collaborate with people of diverse backgrounds to win with the best team in the market place.

Aurora, IL

Customer Support Training Specialist

Purpose of role: The Customer Support Training Specialist is responsible for supporting the onboarding and continuous training needs of Government Services, Production Customer Response (PCR), and Credit Returns departments.

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
• Sonova's outstanding opportunities and career growth

Main Tasks and Responsibilities:

• Define the strategy and implement the approach to providing all aspects of the onboarding process/training for the Government Service, Production Customer Response and Credit Return departments.
• Proactively identify training needs and mentoring/coaching opportunities and implement strategic solutions to those needs.
• Identify, support, and lead continuous improvement opportunities.
• Track and report on all relevant training KPIs and provide solutions for improvement based upon them.
• Coordinate and participate in cross-functional training opportunities to identify and resolve large scale training needs.
• Partner with leadership to identify and solve individual and department training opportunities and related needs. * Create, revise, and manage all relevant documentation (e.g. work instructions, job aids, etc.) for the Government Services, PCR and Credit Return teams.
• Update job knowledge by tracking and understanding emerging training practices and standards; participating in educational opportunities and reading professional publications.
• Enhances department and organization reputation by exploring opportunities to add value; creating a service center which is automated, interactive, customized, and integrated.
• Participate in various Customer Success activities as required by the organization.
• All other duties as assigned

Education and Skillset:

• Bachelor's Degree or equivalent work experience
• 2+ years of customer service experience, audiology industry experience preferred
• 2+ years of experience conducting training/OJT, coaching, and/or mentoring, LMS experience preferred
• 2+ years of experience in government services or PCR, Phonak experience a plus
• 2+ years SAP experience
• Working knowledge of Operations processes, RSM technology experience a plus
• Strong analytical and interpersonal experience
• Act as a positive and dynamic role model for Customer Service Staff
• Excellent verbal, written, and presentation skills
• Proficient with Microsoft Applications, including Excel, Outlook, Teams, Word, and PowerPoint
• SAP certifications a plus
• Training / Education certifications a plus

A minimum of 200Mb/sec download and 10Mb/sec upload speed internet connectivity is required to support any remote/hybrid employee functionality at Sonova

Don't meet all the criteria? If you're willing to go allin 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.