Cochlear is the global market leader in implant hearing solutions. Cochlear's mission is to help people hear and be heard. Around the world, more people chose a Cochlear-branded hearing implant system than any other. A Cochlear Implant is an electronic device that is surgically implanted under the skin near the ear that restores hearing to those who suffer from severe hearing loss. It’s an incredible piece of engineering and the only product in the world that restores a sense through technology. Imagine using your experience to help people around the world to hear again. We can offer a unique opportunity to join Cochlear, an iconic Australian company, leading the world in implantable hearing solutions. Our mission is to help more people to hear.

Job Overview & Purpose 

The Clinical Technical specialist is responsible for providing a high level of clinical and technical training and support on our products and for account management.

As a Clinical and Technical Support Specialist at Cochlear, you will play a pivotal role in ensuring the seamless operation by providing exemplary support to healthcare professionals and recipients of implantable hearing solutions, with an initial focus on Neurelec implants. Your responsibilities will encompass clinical and technical support, assistance to customer service support, field team collaboration, and ongoing professional development.

Accountabilities 

Accountability 1: Clinical & Technical Support for Neurelec Clinics, Healthcare Professionals, and Recipients

Ensure that professionals and recipients receive a high level of support. This may include, but is not limited to:

• Providing on-call or on-site technical and fitting support incl integrity testing and upgrade support
• Conduct on-site integrity testing upon customer's request or in the event of suspected device failure, ensuring that follow-up reporting is in-line with complaint handling procedures.
• Follow complaint reporting procedures for each product or service-related complaint received.
• Regular visits to clinics in the region to support the implantable hearing solutions surgeries.
• Foster close relationship with KOLs in order to build a strategy to support the Neurelec patients
• Offer customer support for customer queries on literature searches, presentation materials, guidelines, and other requests.
• Support the clinic with fitting software and fitting equipment.
• Maintain good records in the CRM systems
• Occasionally extend this support outside the designated geography as required

Accountability 2: Customer service support for Clinics and Recipients with initial focus on Neurelec customers.

• Serve as the liaison between customer service teams in your country and in Vallauris and clinics/recipients as required, ensuring a satisfactory level of customer service support.
• Assist customer service teams in troubleshooting issues efficiently.

Accountability 3: Field team support

• Provide assistance to field teams during clinic events, professional gatherings, and patient-focused initiatives.
• Actively participate in national, regional, and international congresses and workshops.
• Contribute to training sessions as needed to ensure consistent knowledge dissemination.

Accountability 4: Continued professional growth

• Attend and actively contribute to team and cross-functional business meetings.
• Participate in internal clinical/technical training sessions and mandatory FIRM calls and webinars.
• Engage in EMEA events, forums, and networks to stay abreast of industry trends and developments.
• Keep abreast of current scientific literature and regularly review relevant journal publications.
• Maintain and enhance professional qualifications in alignment with requirements set forth by relevant professional bodies.

Team Role 

Individual contributor: 

• Follow relevant quality procedures to deliver quality products and services and identify and support the implementation of continuous improvement. Undertake additional quality responsibilities (e.g., audit) when appropriately trained to undertake these responsibilities.
• Contribute ideas on systems and process methods to improve deliverables. 
• Work safely, complying with all safety procedures, rules, and instructions; and reporting workplace hazards, incidents, or injuries to manager. 

Minimum Key Incumbent Requirements 

Minimum:

• Higher educational degree, in a health care sector or equivalent by experience
• Skilled to work in a fast-moving technological and medical environment
• Proven successful track record in business, sales and clinical / technical areas
• Clinical and audiological experience with Cochlear Implants
• Previous training experience in a clinical setting
• Excellent presentation skills
• Contact database experience
• Professional knowledge of technical local language and English
• Excellent oral and written communication skills
• Willingness to travel and work flexible working hours
• Team player
• Outcome focussed/ Strong goal orientation and self-motivation
• Willing to help, train and support others
• Driving license

Ideal:

• Master’s degree in Audiology or equivalent by experience
• Experience in cochlear implant fitting
• Experience with Neurelec cochlear implants
• Expertise in clinic environments
• Good understanding of health care system
• Trained in a sales methodology and/or in communication skills

Development Value of this role:

• Development opportunities towards a business management role
• Opportunity to gain knowledge in a broad and multidisciplinary work environment with many internal (other Cochlear departments) and external (clinics, research groups) contacts

Region-specific Requirements:

• Willing to travel extensively within territory, including weekend work when required.
• Versatility with working hours to support the customer and the business needs.

Cochlear’s mission is to help people hear and be heard. As the global leader in implantable hearing solutions, Cochlear is dedicated to helping people with moderate to profound hearing loss experience a life full of hearing. We aim to give people the best lifelong hearing experience and access to innovative future technologies. We collaborate with the industry’s best clinical, research and support networks. That’s why more people choose Cochlear than any other hearing implant company. Learn and grow with us as we tackle the most complex challenges in helping more people to hear and experience life’s opportunities.

If you feel that you have the skills and experience to be successful in this role and take on new challenges to build your career with Cochlear, please start your application by clicking the apply button below.

#CochlearCareers

How we recognise your contribution

We want Cochlear to be a place where our people truly enjoy coming to work. Through our internal programs and employee benefits, we aim to create an environment where our people will feel value and supported. Whether your focus is on continuous learning, professional development or simply finding an environment which enables you to thrive whilst balancing family or personal life commitments, then we have several programs in place to support you.

For more information about Life at Cochlear, visit www.cochlearcareers.com

At Cochlear we value and welcome the unique contributions, perspectives, experiences, and backgrounds of our employees and aim to build a culture that celebrates and leverages these differences, creating a sense of belonging and enabling our people to realise their full potential. We offer flexible working arrangements, and we understand flexibility is not the same for everyone. We're open to a conversation about what flexibility means for you.