Clinical & Technical Specialist

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 pla