Key Facts

Remote From:

Pakistan , Vietnam , Thailand , Indonesia

Full time

Mid-level (2-5 years)

English

Hard Skills

Other Skills

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Ability To Meet Deadlines
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Communication
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Analytical Skills
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Teamwork
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Detail Oriented
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Problem Solving

Roles & Responsibilities

Bachelor's degree in Audiology or higher
Minimum 3 years of hands-on experience managing cochlear implant patients (preferred)
Fluent in English (Required)
Experience in clinical technical support or troubleshooting in cochlear implant or related healthcare field

Requirements:

Provide clinical and technical support for cochlear implant management, including candidacy evaluations, surgical preparation, and post-operative care.
Troubleshoot clinical and technical issues remotely, guiding distributors through problem resolution and handling escalated cases; support integrity testing.
Develop and deliver regular training sessions for distributor audiologists/mapping clinicians; update training materials and protocols in collaboration with the AGM Clinical Affairs Manager and APAC Clinical teams.
Assist with complaints management, document issues, contribute to root cause analyses, and coordinate with customer services to ensure consistent service delivery.

Cochlear

About Cochlear

Hear now. And always As the global leader in implantable hearing solutions, at Cochlear (ASX: COH) we are committed to our mission to help people hear and be heard. Our story started more than four decades ago when Professor Graeme Clark pioneered the world's first multi-channel cochlear implant and created an entirely new treatment for hearing loss. Since our formation in 1981, we continue Professor Clark’s work to help people with moderate to profound hearing loss experience a life full of hearing. We have provided more than 650,000 implantable devices. Each recipient helps form a global community of millions, through families, friends, colleagues, teachers and more. And they’re not just connected to their own community — each shares a link with each other and to Professor Clark’s childhood desire to help people hear. We aim to give people the best lifelong hearing experience and access to innovative future technologies. We understand the privilege of connecting people to a life lived with hearing. And we listen, respond and move with the times – to continue to bring hearing within reach of all those who need it. That's how we live our mission every day. Our global workforce of more than 4,000 people shares a collective determination to give more people the opportunity to enjoy a life of hearing. Cochlear’s global headquarters are on the campus of Macquarie University in Sydney, Australia with regional headquarters in Asia Pacific, Europe and the Americas. Through our offices in over 180 countries we help people of all ages to hear. Social Media Terms of Use http://bit.ly/2qRMEvY

Company type: Large

Founded: 2018

Company size: 1001 - 5000

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Job description

Please submit your application as soon as possible, as we reserve the right to close this advertisement at any time.

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 Support Specialist role is responsible for ensuring clinical excellence in everyday cochlear implant management and clinical operations across AGM countries, primarily in Pakistan and Sri Lanka. This role conducts comprehensive training sessions for distributor teams, ensuring strict adherence to established clinical and technical protocols, offering both clinical and technical support throughout the implant lifecycle—from candidacy evaluation through post-operative care. It is tasked with remotely providing support and troubleshooting clinical issues, managing escalated clinical and technical concerns, and supporting integrity tests. In addition, the role support country teams in complaints processes and collaborates with clinical leadership to continuously update and implement training materials and clinical protocols.

This is a remote position with the requirement to travel for on-site training sessions and direct distributor engagements regularly preferably based out of Thailand.

Accountabilities

Accountability 1

Develops and maintains tools and training materials to assist field teams with troubleshooting and management of cases.
Conducts and performs product integrity tests for difficult case management in countries.

Key Responsibilities:

Clinical & Technical Support:

Provide clinical support for cochlear implant management, including candidacy evaluations, surgical preparation, and post-operative care.
Troubleshoot clinical technical issues remotely, guiding distributors through problem resolution.
Assist with complaints management by accurately documenting issues and contributing to root cause analyses.
Serve as the primary contact for handling escalated clinical issues, ensuring timely and effective resolution.
Coordinate with the customer services team to maintain consistency and excellence in service delivery.
Support integrity testing processes.

Training & Education:

Deliver regular training sessions to distributor audiologists/mapping clinicians, ensuring they are well-versed in both the clinical aspects of cochlear implants and Cochlear’s product portfolio.
Work with the AGM Clinical Affairs Manager and APAC Clinical to develop and update training materials and protocols to support distributor education.

Team Job

Individual contributor:

Work safely, complying with all safety procedures, rules, and instructions; and reporting workplace hazards, incidents, or injuries to manager.

Minimum Key Incumbent Requirements

Required Skills

Proven experience in clinical technical support and troubleshooting within the cochlear implant or related healthcare field is an asset.
Solid understanding of cochlear implant technology and clinical protocols—from initial candidacy assessments to post-operative support.
Familiarity with troubleshooting clinical equipment and implant-related software.
Strong ability to meet tight timelines and manage high-demand situations effectively.
Advanced analytical skills with keen attention to detail, along with excellent problem-solving and case management abilities.
Ability to follow established protocols and enforce requirements effectively.
Excellent communication skills, with the ability to explain complex
technical information clearly and concisely.
Demonstrated problem-solving capabilities and a proactive approach to addressing challenges.
Familiarity with Cochlear’s implant portfolio is a bonus.
Candidates must have no travel restrictions to Asia Growth Market countries (including Pakistan and Sri Lanka)

Education

Bachelor of Audiology or above

Languages

English - Fluent (Required)
Urdu - Fluent (Preferred)

Work Experience

3 years hands-on experience managing cochlear implant patients preferred.

Previous experience in customer support or technical support roles is a bonus.

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.

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