Manager, Professional Audiologist Technical Support Services Full-Time Hybrid Durham, NC About the Company: MED-EL Corporation is a global leader in hearing implant technology and research. While headquarters resides in Austria, our US branch is based in Durham, North Carolina, at Research Triangle Park. We pride ourselves in being innovators through and through. We bring people the joy of sound through our extensive portfolio of hearing technology and consistently pursue product and process improvement. MED-EL hearing implant systems combine the latest scientific advances, engineering, and manufacturing techniques to offer performance, safety, and reliability. With people at the epicenter of our research and technology, we relentlessly pursue connection—connection to sound, connection to each other, connection to possibility. Here at MED-EL, we are proud to offer a diverse, team-focused culture driven by our passion to support candidates, recipients, their families, and clinical partners. Our Mission: Delivering leading-edge technology to restore hearing and empower connection. About the Role: The Manager, Professional ATSS leads a specialized team of Audiologists dedicated to delivering expert technical support for MED-EL products. This team provides guidance and troubleshooting for clinics, professionals, and consumers while offering advanced services such as remote speech processor verification, file loading, and imaging analysis to support personalized electrode selection and anatomy-based fitting. In this hands-on leadership role, you’ll work alongside your team daily, providing direct frontline support to customers while ensuring seamless management and tracking of support requests across multiple channels. Primary Responsibilities: Aligns with senior and executive leadership and focuses on executing organizational goals by optimizing the contributions of the team. Communicates effectively with the team, with leadership, and across the organization, demonstrating communication and behavior that are aligned with the MED-EL values. Is an ambassador for a positive and performance-oriented work culture. Responsible for ensuring high quality and efficient audiology technical support services are provided to customers. Optimizes support for services provided through diligent oversight of productivity, metrics, and digital tools to identify trends, issues and areas of success. Responsible for coaching the team, ensuring they are knowledgeable about their performance metrics, areas of strength and where further growth will increase their ability to impact customer support. Develops and maintains up-to-date documentation of workflows, policies, and procedures. Provides training, conducts regular one-on-ones, and performance feedback and coaching for continuous improvement and outstanding customer service. Responsible for completing compliance, administrative and people manager duties timely and professionally. Collaborates with other MED-EL departments to assure alignment of business processes and issue resolution. Regularly assesses Audiology Technical Support Services and ensures that leadership is provided realistic updates on team status, needs, opportunities and challenges. Assist with recruitment, hiring and successful onboarding of new talent. Serve on various teams/committees as business needs require. Work with senior leadership to ensure: A seamless integration of interactions across critical functions that impact the Customer Experience. Issues impacting the Customer Experience, Audiology Technical Support Services, as well as the organization overall are addressed. Documentation on workflows reviewed at least annually to check for update or obsolescence. Policies, procedures, and practices are communicated, monitored, and enforced uniformly, and aligned with the allied services within the Customer Care Department where possible and appropriate. Provide input on budgetary proposals. Provide assistance with security/software questionnaires Travel, as needed, to support company business needs Provide/coordinate, as needed, clinically related training for new MED-EL personnel Assist with other Department initiatives and projects that might be required Position Qualifications: Advanced degree in Audiology 5 years professional Audiology experience (clinical, academic teaching, industry, professional association accepted) 2–4 years of experience in a leadership or supervisory role required, ideally in a hearing implant, medical devices, or hearing aid environment. Expertise overseeing team excellence in a high-volume call and service provision environment preferred. Computer skills intermediate to advanced Microsoft and ability to quickly become competent using applications used at MED-EL, such as Five9, Navision, CRM, Microsoft Outlook, Word, Power Point, Teams, Box software Knowledge of the cochlear implant, surgical planning, middle ear implant and bone conduction and device software Located in, or willing to relocate to, Durham, NC This position follows the hybrid salary staff – exempt work plan policy, which requires 3 days in the office and 2 days remote each week. Additional on-site presence required for meetings, trainings or staff onboarding. The position is on-site 100% for the first 90 days and until onboarding has been satisfactorily completed. What We Offer: We know that benefits are important to you, and we offer a robust benefits package including: Medical, dental, and vision coverage available, effective on the first day of the month following 30 days of active service. 401k Match Health Savings Account Short term and long-term disability paid by the company. Company paid life insurance with an option to purchase additional coverage. FSA Dependent Care Pet Insurance Critical Illness Accident Insurance PTO – 20 days annual that is accrued each pay period. Plus 40 hours Medical/Sick leave annual, prorated from hire date and 9 holidays. Employee Assistance Program MED-EL Corporation is an Equal Opportunity/ Affirmative Action employer. We provide equal employment opportunities to all qualified employees and applicants without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, veteran status, disability or any other legally protected status. We prohibit discrimination in decisions concerning recruitment, hiring, compensation, benefits, training, termination, promotions, or any other condition of employment or career development.