Senior Recipient Support SpecialistValencia, California - REMOTEWe9re seeking an experienced
Senior Recipient Support Specialist to serve as a subject matter expert in cochlear implant support, helping recipients maximize the benefits of their Advanced Bionics technology while delivering an outstanding customer experience.
If you9re passionate about patient care, clinical education, troubleshooting complex technology, and mentoring others, we9d love to hear from you.
What You9ll Do- 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.
What You9ll BringRequired Qualifications- Bachelor9s 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.
Preferred Qualifications- 5+ years of cochlear implant industry, manufacturer, or sales experience.
- Previous leadership, mentoring, or coaching experience.
- Knowledge of legacy cochlear implant devices and troubleshooting.
- Spanish and/or French language proficiency.
- Master9s or Doctoral degree in a related clinical field.
CompensationSalary Range:$91,200 - $114,000 
