Custom Product Advisor

Essential Functions (Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)

• Custom Product support to customers, including fit issues, trouble-shooting, repair issues, product information, and follow-up for multiple current and discontinued product lines
• Establish and maintain customer profiles to ensure account-specific standard requests are met; including On Boarding of new customers.
• Provide pro-active customer engagement on clinical and non-clinical issues
• Provide Regional support to Sales team
• Interact with Order Entry, Audio Design, Customer Care, Technical Support, Manufacturing, Engineering, and Sales teams to improve quality of products and customer satisfaction
• Monitor customer orders for specific customers as necessary to support Sales efforts
• Document necessary customer comments in Navision and Salesforce.com to ensure customer expectation are understood
• Perform other duties as requested and / or as needed to fulfill the purpose of the position
• Other duties as assigned.

Competencies (Knowledge and Skills needed for this position.)

• Ability to perform audiometric evaluation in the determination of appropriate product selection
• Amplification considerations for various audiograms
• Knowledge of GNR product features - what are they, how do they work, when are they appropriate and at what level
• Assist customers in appropriate patient counseling on realistic expectations
• Strong communication skills, ability to troubleshoot and problem solve
• Very comfortable with PC operation
• Able to shift and cover a multitude of tasks
• Team-oriented
• Sales-oriented
• Phone-Pro
• Excellent verbal and written communication skills
• Extensive knowledge of hearing instrument fit, form & function
• Extensive experience with complete manufacturing process
• Knowledge of Navision and Salesforce.com
• PC Skills, Microsoft Excel & Word

Desired Qualifications

Required Education:

• High School Diploma

Preferred Education:

Preferred Experience:

• 3 years of experience in Customer Care, Technical Support, or Manufacturing working directly with hearing instruments
• Knowledge of Navision system and operations personnel and order flow

Travel:

Other:

Other Information

Direct reports:

None

Indirect reports:

None

Working Environment:

Office, mfg plant

Physical Demands:

Sitting, standing, bending, reaching, etc.

Position Type and Expected Hours of Work:

Full time, Monday-Friday, occasional Saturday/OT as needed.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.