Manager, Audiology Technical Support Services

Job Description

The Manager, Audiology Support Services is a senior leadership role within MED-EL US Customer Experience, responsible for leading teams that provide high-quality support and troubleshooting for professional clinics, staff, and consumers across multiple communication channels. This role ensures exceptional service delivery for MED-EL’s product portfolio, drives operational excellence, and fosters a collaborative, performance-oriented culture. The manager partners closely with senior leadership to align strategy, optimize processes, and uphold MED-EL’s commitment to a world-class customer experience.

Primary Responsibilities

• Leads planning for budget, staffing, and departmental priorities.
• Ensures high-quality, efficient audiology support services for all customer groups.
• Optimizes service delivery through monitoring productivity, metrics, and digital tools to identify trends and opportunities.
• Fosters a professional, collaborative, performance-driven culture.
• Empowers supervisors and leads through delegated decision-making and ownership of responsibilities.

Required Skill Sets

• Embodies MED-EL values: Team Player, Valued Partner, Innovative, Performance Driven.
• Expertise in hearing implants and related software strongly preferred.
• Deep knowledge of medical devices, healthcare operations, FDA regulations, and HIPAA.
• Experience in hearing/medical device contact centers and high-volume service environments preferred.
• Highly organized with strong communication and stakeholder-management skills.
• Ability to perform under pressure, including during audits and regulatory inspections.
• Ability to quickly learn MED-EL tools (e.g., Five9, Navision, CRM).
• Excellent customer service, written communication, and problem-solving skills.

Education & Professional Requirements

• Advanced degree in Audiology with 5+ years of professional experience (clinical, academic, industry, or association).
• 2+ years of leadership or supervisory experience, ideally in hearing implants, medical devices, or hearing aids.
• Willingness to rapidly expand knowledge in customer service and contact center operations.
• Skilled in workflow redesign and process optimization.